Technical support is subdivided into tiers, or levels, in order to better serve our clients. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner.
Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. Our support structure revolves around a three-tiered technical support system.
L1 Basic help desk resolution and service desk delivery
L2 In-depth technical support
L3 Expert product and service support
L4 Outside support for problems not supported by the organization
Often refered to as Level 1 or Tier 1 Support, is the initial support level responsible for basic customer issues. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem." Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.
Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.
Often refered to as Level 2 or Tier 2 Support, is a more in-depth technical support level than Tier I and therefore costs more as the techs are more experienced and knowledgeable on a particular product or service.
Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time.
If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians.
This may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.
The goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
Often refered to as Level 3 or Tier 3 Support, this is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems internally. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues.
If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.
In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.
This would be an L4 issue, which represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system, it is important to continue to track incidents even when they are being actioned by a vendor you’re the Service Level Agreement (SLA) may have specific provision for this.