What is L1 Support?

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.

on Thursday September 27 by Peter Atkin
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