In the web hosting industry, support technicians are divided in to main three levels — Level 1, Level 2 and Level 3. We have defined the levels below:
Level 1 support technician is a front line support for end users, with a minimal experience. When an end user contacts for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general “how-to” questions. If the question is more complex, the user is passed on to the level 2 technician.
Level 2 support technician has minimum one or two years of expereince in web hosting support. The complex questions are passed to Level 2 technicians by the Level 1 support technicians. Level 2 questions may, for example, deal with advanced features and internals. If the level 2 technician cannot help to the user, a level 3 technician is consulted by the level 2 technicians. The issue is escalated to the level 3 queue.
Level 3 is the best expereinced and certified system administrator. The level 3 technician research and investigate about the issue and then solve the queries. The level 3 is a very well experienced administrator who handles all complex issues, and resolves them timely.
This article has been published by 24×7 Outsourced Support, technical support service providers for web hosting companies, Internet service providers, Data Centers and Software companies. Visit us at www.24×7OutsourcedSupport.com
