What is Level 2 IT Support?

Level 2 technical support delivers a more in-depth support which can resolve much more complex technology problems.

17:50 22 November 2020

IT support, otherwise known as technical support, is a set of IT-associated services, which are put in place by an IT support provider to deliver varying levels of support to users of technology products and services. These given services can consist of the customer accessing help from either one technician or a team of uniquely skilled and experienced technicians. In the last context, an IT support firm may offer an in-house support team, which can assist your employees whenever they encounter a technical oriented issue.

 

On the other hand, an IT support provider might assign an externally facing technical support team to deal with their clients’ challenges. IT support may be provided in diverse different platforms in strict accordance with the level of support the client ultimately settle for. Some of the most common of these platforms include technical support delivered via the telephone, email, live chat, chatbots, message boards, tutorials, how-to’s to mention but a few.

 

Why are there different IT support levels in the market?

 

IT support companies normally structure the sort of technical support they can deliver for a number of reasons. In the first place, it allows them to address their clients’ needs in a more efficient manner. This structuring of their services also plays a significant factor in the creation of positive customer experiences. It as well goes a long way in facilitating for rapid resolution of small and easy to solve problems their customers stumble across. Lastly, structuring IT support enables these organizations to get valuable feedback or any other useful recommendations and suggestions that aids the product or services development process. Generally speaking, technical support is categorized under 3 major levels or tiers. These are level 1, level 2 and level 3. The main objective of tiered IT support is to be able to deliver suitable solutions to a wide spectrum of users when they encounter issues with technology products or services. Ideally, these kinds of technical support can vary in complexity which certainly justifies clustering them in different levels.

 

What is the typical IT support structure?

 

IT infrastructure happens to be the main foundation, which effectively support a business’ technology-based core operations. First of all, physical and computer resources make up a data center. A data center, on its part, is put in place to efficiently support the analysis and processing of a business’ data. IT infrastructure might be either distributed across several data centers or incorporated into a single data center. The data center setup comprises of the physical facility the IT infrastructure is housed in and the power needed to support computer hardware including servers, networking devices, security software like firewalls, storage devices and so on. The key duty of an IT support provider is the manage and maintain the smooth running of all these components through the different tiers of technical support they provide.

 

What is level 2 IT support?

 

In essence, IT Support Raleigh NC level 2 or tier 2 IT support technicians are tasked to resolve issues that level 1 technicians fail to fix. Level 2 technical support delivers a more in-depth support which can resolve much more complex technology problems. In most cases than not, this type of IT support is delivered through remote diagnosis via the internet or through a helpdesk phone. When compared to level 1 technicians, level 2 technicians tend to have more technical expertise and experience. In turn, this enables them to assist clients who encounter more intricate issues in using technology. The role of a level 2 technical support technician is usually determined by their technical proficiency in a specific IT field.

 

As such, they are in a position to deliver more comprehensive IT support than level 1 technicians who have a more general grasp of the services they provide. Basically, the duties such IT support professionals are tasked with include obtaining viable solutions from past cases making use of the knowledge base. Level 2 technicians are also tasked with working on the life cycle helpdesk incidents, dealing with ‘break-fix’ and configuration challenges and monitoring technology applications for problems or malfunctions. They can as well offer guidance to clients when troubleshooting malfunctioning of hardware and software. Finally, when necessary a level 2 technician will collect information on the issues the customer faces over to a level 3 IT support technician.

 

The skillsets required for a competent tier 2 technician include possessing technical knowledge of the various technology an IT support provider offers. They also must possess a thorough grasp of technical writing and comprehensive knowledge of the tools and applications their employer provides to its clientele base. They as well have to possess excellent communication skills. On a parting shot, level 2 technical support is more costly than level 1 support because the level 2 technicians have more expertise and experience and are more knowledgeable of the technology products or services their company offers.