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https://thecommonwell.ca/wp-content/uploads/2014/05/Production-Support-Analyst-Level-1-Job-Description.pdf
There is a natural progression from the Production Support Level 1 position into a level 2 position with more experience and added training/skillsets.
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 support.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
Level 0 support is performed without the aid of a Help Desk technician. 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://specialties.bayt.com/en/specialties/q/279136/what-is-the-level-1-2-and-3-support/
As per my practical experience Level 1 support means, the users getting support directly from the people they call for assistance. In an MNC work culture there will be a toll free number for the users to call. The agents who attend this call will try to resolve the user issues directly, that is Level 1 Indicates.
https://helpdesk.kaseya.com/hc/en-gb/articles/229023048-Severity-levels-Definition-Examples
The Severity of a support ticket is set according to the guidelines listed below. Since it is not possible to define every possible condition or technical situation, these guidelines can only provide guidance. Severity 1. Production application down or major malfunction resulting in a product inoperative condition.
https://www.quora.com/What-kind-of-responsibility-do-in-Production-Support-projects-and-please-eleborate-L1-L2-L3-support-responsibilities
Nov 24, 2017 · Level 0/ Level 1 support - Initial helpdesk which deals the user issues with already scripted solutions and create ... (more) Loading… Production support is stream that is supporting the IT systems/applications/ software's which are currently being used by the end users.
https://en.wikipedia.org/wiki/Production_Support
Production support covers the practices and disciplines of supporting the IT systems/applications which are currently being used by the end users. A production support person/team is responsible for monitoring the production servers, scheduled jobs, incident management and receiving incidents and requests from end-users,...
https://community.spiceworks.com/topic/430268-what-is-level-1-level2-level-3-support
Jan 13, 2014 · Basically Level 1 is the first person. They are going to have to have to run you through the absolute elementary of issues. Usually these are the people that are going from some kind of script if you are calling into a large help desk or support. Level 2 usually is going a little 'farther'.
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