Technical Support Levels
Level 1: Basic Support
Description: This level handles initial technical support for customers. Issues are typically basic and related to password resets, software installations, and other common inquiries.
Key Responsibilities:
- Provide initial support and resolve simple problems.
- Assist with basic software and hardware troubleshooting.
- Escalate complex issues to higher levels of support (Level 2 and beyond).
Skills Required:
- Basic understanding of IT systems and software.
- Strong communication skills and customer service orientation.
Level 2: Intermediate Support
Description: Provides support for more complex problems such as network issues, configuration problems, and hardware troubleshooting beyond Level 1 scope.
Key Responsibilities:
- Diagnose and resolve issues related to network connectivity, software configuration, and intermediate troubleshooting tasks.
- Collaborate with Level 3 support for advanced problem resolution.
- Document troubleshooting steps and provide feedback for future improvements.
Skills Required:
- Experience with operating systems, networking, and server configuration.
- Problem-solving and analytical skills.
Level 3: Advanced Support
Description: This level focuses on advanced troubleshooting for complex system, server, and database-related issues, often requiring expert-level knowledge and experience.
Key Responsibilities:
- Resolve critical issues related to database performance, server configurations, and high-level system problems.
- Provide advanced technical guidance to Level 1 and Level 2 teams.
- Collaborate with development teams to improve system performance and resolve root causes of recurring problems.
Skills Required:
- Expert knowledge of server management, databases, and networking.
- Ability to diagnose and resolve complex technical issues.
Level 4: Custom Development & Integration
Description: Involves custom development, integration tasks, and the design of advanced workflows to meet specific customer needs. This level includes projects like system integrations and software customization.
Key Responsibilities:
- Develop and integrate custom software features or third-party applications.
- Design advanced solutions and create custom workflows tailored to business requirements.
- Lead complex technical projects and deliver enterprise-level solutions.
Skills Required:
- Strong programming and system integration skills.
- Experience with enterprise applications and ERP systems.
- Excellent project management and leadership skills.