Written by: Jay H.
IT support has many levels to it, each devoted to resolving user issues as efficiently as possible. After reading this article, you will be familiar with the different tiers of IT support and each level’s capabilities.
The Role of IT Support
Technical support assists users of products or services. Usually, IT support helps customers solve specific problems or issues they have encountered.
Small businesses may have one person dedicated to providing support, while larger companies may have entire departments devoted to technical support. Also, support teams can provide internal support for employees when facing technical issues or external support for customers of a product or service.
The methods for delivering technical support vary, including phone, email, video, live chat, tutorials, message boards, remote access, and other forms.
Tiers of IT Support
There are four different tiers, each one progressively requiring more time and resources to solve the issue. So the higher the level, the more skilled and knowledgeable the technical support team will be. The tiers are as follow:
Tier 1 (Basic)
Lower-level technical personnel provide basic support in this tier. To do this, the support staff here solve specific problems and fulfill service requests by following scripts. As such, the support is very basic for known issues. Should Tier 1 personnel be unable to resolve an issue, they escalate the incident to a higher tier.
Tier 2 (In-Depth)
Experienced and knowledgeable technicians solve more complex issues Tier 1 personnel cannot handle. Although they tend to possess deep knowledge and understanding of the product and service, they are not necessarily the programmers and engineers who created it. Their capabilities can be limited. If the Tier 2 personnel are unable to resolve an issue, it is escalated to Tier 3.
Tier 3 (Expert)
Tier 3 personnel are the most skilled product specialists and may include those who created the product. These technicians will attempt to duplicate issues and determine root causes using code, product designs, or specifications. Then, this tier creates new fixes that the company may implement, depending on the cause of the problem. Afterward, the lower Tier 1 and Tier 2 personnel will document the new fixes for future reference.
Tier 4 (External Vendor Support)
Tier 4 support involves outside support for products and services provided by but not directly serviced by the company. These include printer support, vendor software support, maintenance, and other outsourced services. The company forwards problems and requests to Tier 4 support and monitors for implementation.
In conclusion, tiered IT support can provide many benefits, such as providing positive customer experiences, working with customers to address their needs, and quickly resolving minor issues. Also, having different IT support tiers allows for quick resolution of common problems and escalation of more significant issues.
Remote IT support is an effective way to address customer needs that drastically reduces resolution time. So if you or your business are requiring technical support, considering receiving time-efficient and cost-effective remote support.