Understanding Multi-tiered IT Support

IT support involves the provision of assistance to technical-related problems. The help is given by IT support companies or in-house teams who specialize in networking, security, data management, email services and other technical aspects of running a company. Today, most assistance is provided using multi-tiers where support is divided into tier 1, 2 and 3 levels.

Tier 1: Tier 1 is associated with receiving calls by clients/customers seeking help with a problem. Support analysts under tier 1 may also provide basic assistance such as password resets, internet navigation and other simple solutions. The analysts are usually younger people with about a year or two of experience in IT services.

Tier 2: If analysts working in tier 1 aren’t able to resolve the problem, they hand the task over to tier 2 support. The analysts here have a deeper level of understanding when it comes to network connectivity and hardware/software issues. They usually have around four to eight years of experience in this sector.

Tier 3: Tier 3 support consists of engineers and other very experienced staff. They are the experts on subject matters pertaining to technical issues. Most customer/client problems are usually resolved by those working under tier 1 and 2 but if the problem is overly complex, then the issue is escalated to tier 3.

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