IT support services focus on diagnosing and solving technology-related issues, from helping users with basic computer issues to optimizing IT infrastructures.
Maintenance can involve both internal and external clients, including software and hardware specific to business. In addition, this service helps remote employees connect.
Level 1
Level 1 IT support staff specialize in handling basic client requests. This may include password resets, help with hardware and software installations, error messages or slow computer performance resolution and remote-access technology to connect and control any device experiencing an issue.
Tier 2 technicians offer more experience and advanced troubleshooting techniques, but if they cannot resolve a problem on their own they escalate it further up the IT support chain.
The third-level IT support team employs subject matter experts to address complex challenges. They may duplicate an issue and study its code and product designs to isolate root causes before working with companies to modify products or services or communicate solutions back upstream to levels one and two.
Level 2
Level 2 tech support specializes in handling more complex customer issues, such as identifying whether they are caused by environmental influences or by the product itself. They often utilize remote control tools to take over user computers and run various tests in order to solve an issue.
If a problem can’t be solved at Level 1, they escalate it to Level 3 IT support, which includes engineers and technicians with deep product knowledge who are able to identify problems related to software, hardware and more.
Level 2 examines the steps performed by Level 1 to troubleshoot, identify any underlying issues that require attention (this could include changing code or manufacturing products to address it) and relay that information back down through Levels 1-3.
Level 3
Level 3 IT Support services specialize in software repair, diagnostics, and testing as well as using remote control tools to address hardware problems. Their work closely aligns with that of developers and product managers.
Tier 2 technicians address issues not resolved by Tier 1 technicians and act as senior points of escalation for major incidents. As subject matter experts with access to classified information in an organization, they provide timely assistance.
Tier 3 IT Support professionals can also quickly isolate root causes by analyzing product designs, technology or code to isolate source problems and determine possible solutions based on what they find. It is vitally important for these tier 3 support personnel to possess strong analytical, problem solving skills as well as proven domain knowledge of their field, plus be comfortable using advanced computer systems.
Help Desk Technician
Help desk technicians offer support for software, hardware and network systems. They diagnose and resolve technical issues over the phone, email or live online chat; assist with hardware deployments; manage client system documentation; escalate unsolved problems to higher levels of IT support personnel as necessary; and escalate unresolved problems to them for resolution.
Help desk technicians do not necessarily require a bachelor’s degree; however, those seeking this career path should concentrate on taking foundational IT courses to develop a firm knowledge base and develop interpersonal skills necessary for this role. Help desk technicians must also have excellent customer service abilities; since help desk personnel often interact directly with end-users they must be able to translate complex technology into understandable language for them.
Tech Support Agent
Technical support representatives rely on their in-depth knowledge of company hardware or software products to answer customer inquiries and assist with installations or troubleshooting issues. They also inform customers of product updates, take feedback from them and report recurring hardware or software problems to Product Engineers.
Proficient professionals possess the ability to quickly formulate solutions that restore systems back to full functionality, and present them in terms which make sense to non-technical customers. Furthermore, they maintain detailed records of customer interactions, installation activities and completed solutions.
Technology issues can be extremely frustrating for customers, and these specialists understand this by showing compassion during every interaction while keeping a positive and upbeat approach. Furthermore, they utilize their persuasion skills by suggesting additional IT products with free trials as part of the solution for customers to consider as potential solutions.