IT Support is the technical assistance provided by an IT expert for using technical products, such as software applications or computer hardware. This may also include installation and setup of a product or service, in addition to general IT advice.
The type of IT support a business requires depends on its size and requirements. It may have its own in-house IT team, or outsource some aspects to an external provider.
Level 1
Level 1 IT support employees typically offer assistance for straightforward user issues. They adhere to standard operating procedures (SOPs) and scripts in order to handle day-to-day troubles, preventing duplicate tasks from reaching higher-level IT specialists and thus increasing productivity.
Level 1 techs may assist a customer with password resets, printer configuration and break/fix issues by drawing upon their expertise of the company’s systems and products. If they can’t resolve it themselves, they will refer the customer to higher-level staff for further assistance.
For instance, if a customer’s account has been blocked due to suspicion of being a scammer, a level 2 tech could lift the block and allow them to log back in their account.
Level 2 technicians possess in-depth expertise of the company’s software and hardware tools, enabling them to address issues more thoroughly and with greater insight. If necessary, these individuals may even be authorized to research and implement solutions for new or unknown problems if they possess the necessary abilities.
Level 2
Level 2 IT Support is the next tier of support and typically addresses more complex problems that the tier 1 specialist couldn’t resolve. They coordinate hardware repairs or replacements and collaborate with developers on the product in order to find an answer.
They’re responsible for pinpointing the cause of an issue, whether it be related to code or production. Typically, these individuals are computer programmers or other technical specialists who worked on developing a product or software.
For instance, if a customer’s banking app won’t let them request loans, they can reach out to a level 2 specialist who can figure out how to overcome that blockage.
This level of IT Support is provided by technicians with the capacity to address all major support issues, such as server and network problems. They’re also able to collaborate with the company on product changes and software updates. This makes this an ideal option for companies without their own IT team or those wanting to offer customers the most comprehensive service available.
Level 3
Level 3 is the top tier in a three-tiered tech support model and comprises technical experts with deep insight into an application or technology. They can assist with research and development of solutions for new issues that level 1 or level 2 tech support may have difficulty resolving.
According to the company and product, this tier may include specialists involved in creating the technology or those knowledgeable about similar products created by other firms. In addition to resolving customer technical problems, they also pass along bugs and reports from customers to their company’s developers.
Level 3 support may not be as automated or easy to provide, but it is often the most crucial when it comes to reducing customer churn. Investing in the appropriate tools and training can go a long way toward guaranteeing as few users leave as possible.
Level 4
IT support is the ability to assist users with their technology or information requirements, including hardware, software, and network systems.
Level 0 IT support consists of self-help options like FAQs, blogs and search engines. Furthermore, moderators need to monitor customer forums for comments about products and services.
If the user can’t resolve their problem on their own, they will need to escalate it up the support ladder. Higher support levels provide more technical assistance and enable employees to resolve problems faster.
Technicians on this tier are accountable for aiding Level 1 technicians in troubleshooting and solving their problems. They collaborate with L1 personnel to identify which solutions have already been tested, review the work order to estimate how much time has been spent on each ticket, prioritize it appropriately, and manage their time efficiently.
Technicians in this tier are experts in their fields and often the go-to people for solving complex issues. They research and create solutions for new or unknown issues, often working collaboratively with other experts.