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  1. #1
    Join Date
    Aug 2005
    Posts
    334

    Level of support

    In recent emails , someone refered to three level of support.

    Level 1
    Level 2
    Level 3

    Can someone explain those to me ?

    Thx

  2. #2
    Greetings:

    Level 1 support technicians are typically entry level staff. They either know the book or read the book to determine common answers to common problems.

    Depending on the company, level 1 staff may not have direct access to the servers; they may only work with a control panel or automation system.

    Level 2 technicians work more out of the box; and are typically not constrained by a book (or constrained only a little).

    Sometimes level 2 will have direct access to the equipment; sometimes they will not.

    Level 3 technicians are often the people who wrote the book (or helped in the writing). Typically they have access to all of the equipment and software. They often tend to think more out of the box than level 2 techs.

    Thank you.
    ---
    Peter M. Abraham
    LinkedIn Profile

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