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https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · Tier II or Level 2, is in-detail technical support level. It costs more as the technicians are experienced and well-informed on a particular product. It is also known as administrative level support, level 2 support and many other titles. These titles signify advanced methodological troubleshooting and investigation methods.
https://www.techopedia.com/definition/25809/support-level
Support level is the extent of technical assistance provided for an IT software product to its customers. Support is normally divided into up to four levels: level/tier 1, level/tier 2, level/tier 3 and level/tier 4. The support level is based on the complexity of support provided. Support level is also known as level of support or technical ...
https://www.certguidance.com/explaining-support-levels-itil-itsm/
May 04, 2019 · If no solution can be provided by this group, then Tier-2 support escalates the incident/problem to Tier-3. Tier-2 IT Support Staffing Requirement: This level requires support personnel having deep knowledge and a good understanding of the product or service.
https://searchcustomerexperience.techtarget.com/definition/level-of-support-support-level
Mar 01, 2007 · Each company decides how to organize its total technical support into levels and what to name them. Some companies name their levels of support basic and advanced. Others call them level 1, level 2, and level 3 or level A, level B, and level C.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
https://community.spiceworks.com/topic/430268-what-is-level-1-level2-level-3-support
Jan 13, 2014 · Level 2 support usually have a couple of years experience working with the specific technology; they may also do some script writing (as opposed to running), basic programming etc. Level 3 support are the "ninjas" or "wizards"; they generally have very specific knowledge of the technology.
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