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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://searchcustomerexperience.techtarget.com/definition/level-of-support-support-level
Mar 01, 2007 · If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician. Some research and investigation at this level might be required, which can take time. Some companies offer certain levels of support only on a fee basis.
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 support.
https://answers.microsoft.com/en-us/windows/forum/windows_10-start/calling-level-2-support/fb7e540e-13b3-4077-ac10-ff0854742d7e
Feb 27, 2016 · Contacting tec support is not the issue. Contacting someone after the level 2 rep who said the issue is fixed when in fact it is not fixed, is the issue. I spent 6 hours today trying to contact Level 2 support. When i fnally did i got the same answer it is fixed when they did nothing tfix the problem.
https://www.windows10forums.com/threads/level-2-support.16286/
Mar 04, 2018 · I was on the phone with tech support for over 2 hours yesterday when the gentlemen told me he could not figure out the problem and he was going to move me to Level 2 Support. He set me up an appointment for 10:00am Eastern Daylight Savings …
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.
https://www.webhostingtalk.com/showthread.php?t=626120
Aug 07, 2007 · Level 1 support are your phone and email ticket responders. They're the first responders and least skilled of the bunch. Level II support are expected to handle basic system administration tasks and coordinate with level I support operators to resolve customer issues.
https://en.wikipedia.org/wiki/Technical_support
Tier III (or Level 3, abbreviated as T3 or L3) is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods.
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