Quick Answer: What Is Tier 2 Help Desk?

What is difference between l1 l2 and l3 support?

When compared with L2 and L3 level techs, technical knowledge of L1 techs is limited.

Lower-level technical staff are educated by scripts to solve known problems and to satisfy service requests.

A ticket will then be redirected to the required L2 support (support for Integration, support for Server & Storage, etc)..

What is the average salary for a IT help desk?

An early career Help Desk Technician with 1-4 years of experience earns an average total compensation of $16.90 based on 3,146 salaries. A mid-career Help Desk Technician with 5-9 years of experience earns an average total compensation of $19.47 based on 966 salaries.

How much does a Tier 1 Help Desk make?

Tier I Help Desk SalariesJob TitleSalarySebastian Tech Solutions Tier I Help Desk salaries – 1 salaries reported$12/hrSissine’s Office Systems Tier I Help Desk salaries – 1 salaries reported$13/hrPinogy Tier I Help Desk salaries – 1 salaries reported$55,299/yrSAIC Help Desk Tier I salaries – 4 salaries reported$16/hr16 more rows

HOW MUCH DO IT help desk jobs pay?

Help Desk Technician SalariesJob TitleSalarySAIC Help Desk Technician salaries – 16 salaries reported$46,497/yrApex Systems Help Desk Technician salaries – 15 salaries reported$13/hrInsight Global Help Desk Technician salaries – 14 salaries reported$17/hr17 more rows

What is 1st 2nd and 3rd line support?

The first line of support provides basic / common assistance; for more complex tasks, there is the second line of support; and for external services or highly technology-specific issues, there is the third line of support.

What is the difference between Level 1 and Level 2 technical support?

The job of a Tier 1 support is to gather the customer’s data and to determine the issue. This is done by examining the symptoms and finding out the fundamental problem. Tier II or Level 2, is in-detail technical support level. It costs more as the technicians are experienced and well-informed on a particular product.

What does a Level 2 technician do?

The primary responsibility of a level 2 Network Technician is to maintain the computer, voice, and equipment used to support technology in an organization. The technician is the key contact for users who need assistance in resolving technical issues.

What are support tiers?

Support level is the extent of technical assistance provided for an IT software product to its customers. Support is normally divided into up to four levels: level/tier 1, level/tier 2, level/tier 3 and level/tier 4. … Support level is also known as level of support or technical support.

What is Level 1 support in it?

Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customer phone calls.

What is Tier 2 IT support?

Tier 2. In-depth technical support. Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 2 support escalates the incident to tier 3.

What is Tier 1 and Tier 2 IT support?

Tier 1: This is the organization’s “first line of defense,”. Tier 1 support staff are usually solving basic issues like password resets or user problems. Tier 2: When a customer issue is beyond the skill of the Tier 1 staff to resolve, the issue escalates to Tier 2.

How much does a Tier 2 help desk make?

Tier II Help Desk Technician SalariesJob TitleSalarymindSHIFT Tier II Help Desk Technician salaries – 2 salaries reported$48,387/yrDell Technologies Tier II Help Desk Technician salaries – 1 salaries reported$24/hrAIS (Illinois) Tier II Help Desk Technician salaries – 1 salaries reported$20/hr17 more rows