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The different levels of tech support?

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  #1  
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The different levels of tech support?


On different websites and places i see some people with like level 1 tech support level 2 and level 3. what do each of these levels involve?

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  #2  
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Sometimes it works like the higher the level, the more help you can get. Like level 1 tech my just know the basic. But a level 3 may know it all plus more.

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  #3  
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In my experience level one take the call, try and find the fault and get as much information as possible. If its simple like a password change then solve the problem. If its beyond a level one then its escalated to a level two to find a solution. Level three is obviously the next phase up again and includes researching new and extreme problems. Level 3 often includes system administration as well.

If its a small organisation they blend together a lot.

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  #4  
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The numeric rating of a tech support drone is a positive integer inversely proportional to a value established as ((2C) - A) where A is their degree of apathy and C is their positional competence, and where the relative percentage of their competence is assumed to be equal to the square root of their apathy as measured on Marin's AES.

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  #5  
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Each company will have their own definition of what is a Level 1, 2 or 3 issue.

My view is something like this, based on what a staff member should be able to do:

Level 1 - Can do tasks like changing passwords, creating basic DNS records, usually via a control panel rather than SSH or console.

Level 2 - Can install, configure and update common software e.g. LAMP, can locate and understand logs, can troubleshoot most application based issues. Understands permissions, users/groups, .htaccess rules, consoling into VPS etc.

Level 3 - Can patch and compile software including the linux kernel, can resolve dependancy issues e.g. libraries and OS packages, can fix damaged bootloader installations, fix filesystem issues + pick up any problem and use logical troubleshooting to identify and resolve it

  #6  
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It's all based on experience, and knowledge.
  • Level 1 - Dross jobs, general troubleshooting, filtering of rubbish tickets, information gathering etc.
  • Level 2 - Generally knowledgeable in most areas, can fix most everyday issues, will oversee the Level 1s, provide training/advice/guidance, and manage the everyday support tasks.
  • Level 3 - The internal expert on one or more topics (e.g. the Apache guru), will help decide internal policies/procedures and provide training/guidance to Level 2s on complex matters.
  • Level 4 - An external consultant brought in when the Level 3's forehead meets the keyboard repeatedly or they start wandering around the office looking lost.

  #7  
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Quote:
Originally Posted by Ankheg View Post
The numeric rating of a tech support drone is a positive integer inversely proportional to a value established as ((2C) - A) where A is their degree of apathy and C is their positional competence, and where the relative percentage of their competence is assumed to be equal to the square root of their apathy as measured on Marin's AES.
Fantastic response and so very true

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Thanks Everyone!

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  #9  
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Web Hosting Master
 
Join Date: May 2002
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Quote:
Originally Posted by PCS-Chris View Post
Each company will have their own definition of what is a Level 1, 2 or 3 issue.
I agree and was just talking about this with one of the guys in the office yesterday as it's possible what we may handle as a L1 issue may be L3 at other places and vice versa.

In a very broad sense, I would personally consider the levels as the following:

Level 1 - help and guidance on things not requiring command line access or maybe not even GUI access such as help viewing hosting account web stats (where to click), how to setup an email account, etc.

Level 2 - things that may require a login to the server and possibly command line such as troubleshooting why an email may be bouncing, going through log files, etc.

Level 3 - all the hardcore command line stuff such as more intensive troubleshooting, compiling software, custom kernels, etc.

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