Different Levels of IT Support

Different Levels of IT Support
Different Levels of IT Support

Technical support consists of many services which are provided by companies to the users of their products and services like computers, mobile phones, software, modems, etc. However, a baffling thing about IT support is that most of the people have no idea about the different levels of IT support, their differences, and purposes. IT support can be delivered on email, chat, call, or other software and the IT SUPPORT MANHATTAN executives are familiar with the product or services for which they are assisting.


What is IT Support?

Almost every person has heard the term 'IT support,' but rarely anyone knows much about it. The chances are that you have contacted IT support and have not even realized it. In a world full of technology, services like IT SUPPORT MANHATTAN are mandatory. IT support is also referred to as technical support or simply tech support and aims at providing help and assistance to users with the help of technology. The ultimate goal of tech support is to provide customers with solutions to the problems they face while using a product or service. Nowadays, most companies provide free tech support.

The good thing about IT SUPPORT MANHATTAN is that it is usually very simple. All you have to do is submit a request, and a tech support executive will help you out on chat, mail, or call. Therefore, you can comfortably share your queries with them, and your problems will be solved. Help desk of every company is different and has different names. Although most tech support interfaces are simple, some can be a little complicated as well.

IT Support Infrastructure

The infrastructure of an organization is the base that supports it and its systems. Physical resources, along with computer-generated inputs, make the data center, which then supports the processing of data analysis. IT SUPPORT MANHATTAN infrastructure can either be distributed or integrated with the data center. In the case of distributed infrastructure, it can also be distributed among various data centers and are either arranged by the organization or a different vendor.

Components of the Infrastructure

A typical data center infrastructure includes the building and power essentials required to support the hardware. The data center hardware consists of networking devices, storage, and servers. Examples of hardware devices in IT support include network equipment such as network firewalls, cabling, and routers and switches. The security of the IT infrastructure should be a topmost priority of the data center. IT SUPPORT MANHATTAN security primarily includes physical security, i.e., controlled access to the data center like electronic key entry and human and video surveillance. It ensures that access to the data center space is provided to authorized people only, which reduces the risk of damage or data theft.
Different Levels of IT Support

What Does an IT Infrastructure Solution Consists Of?

Even before you consider getting in touch with an IT infrastructure service provider, you should be acquainted with the components of an IT SUPPORT MANHATTAN infrastructure. The components of a typical IT support infrastructure are:
* Hardware: Hardware includes data centers, computers, servers, routers, hubs, etc.
* Software: Software includes ERP, OS, CRM, and other platforms.
* Network: Network includes internet, network components, firewall, and security.

Different Tiers / Levels and Functionality

Technical support can be delivered using various technologies. For e.g., simple questions can be answered on call, e-mails, chats, or forums. Issues related to software are generally solved over a call. More complicated issues like those associated with hardware need physical interaction. To organize and simplify the support system, IT SUPPORT MANHATTAN has been classified into three tiers or levels.
These levels depend on the business and consumer needs. A multi-tier system is ideal for delivering the best possible service to the customers in an efficient way. The success of the support structure of an organization depends on the following factors.
* the executives' responsibility and their knowledge
* customer response time agreements
* when to transfer an issue to a higher level

The Three-Tier System

* The first tier or level is also known as the help desk or service desk support. First-tier IT SUPPORT MANHATTAN executives are responsible for the first interaction with the users. They can solve basic problems and create tickets if the problems need further assistance.
* The second tier is the level where the ticket reaches if the problem was not solved by the first-tier executive. Tier-two executives have good knowledge and experience of multiple hardware and operating systems and are capable of providing technical solutions to the problems. If the tier-two executives are not able to solve the issue, they can further transfer it to tier-three executives.
* The third tier is the level where almost all tickets get resolved. Tier-three executives have intensive knowledge and experience with the technology and the problems. Tier-three IT SUPPORT MANHATTAN executives also have full rights to access server-side and user hardware.
* Level four also exists and is commonly known as application or development support. This team has precise knowledge of all applications and processes and comes into action when a query is not solved by the third tier.

Support Methodology: Transfer Procedure to the Next Level

Tier-1 or level 1 support is responsible for solving the basic issues customers face.Tier-1 support is also known as first-line support, support line one, or simply the basic support function. The main role of a tier-1 executive is to gather customer data and clearly define and understand the issue. This process involves interacting with the user to find out the fundamental problem.

Tier-2 support or level 2 support is in-detail technical IT SUPPORT MANHATTAN that consists of technicians that are experienced and knowledgeable about a particular product or service. Tier 2 support is also known as administrative level support and is the expert in investigation methods and advanced methodological troubleshooting. Executives of this level are also responsible for assisting Tier 1 executives to resolve the issues.

It is also necessary for a Tier 2 executive to understand the support already provided by the Tier 1 executive before beginning further troubleshooting. The Tier 2 executives also need to be aware of how long the Tier 1 executive has been occupied with a particular problem. This is important from both the business and customer perspective as it helps in achieving better time management.

Tier 3 or level 3 is usually the uppermost level of support in an IT SUPPORT MANHATTAN model and is assigned the most difficult problems. It is also referred to as back-end support or high-end support and is the expert level support for troubleshooting. Executives that are a part of the Tier 3 support are specialists in respective fields and are responsible for assisting both Tier 1 and Tier 2 executives. Tier 3 executives are also responsible for research and development of solutions to unsolved problems. Tier 3 executives also have a major responsibility for effective management.

Staffing Requirments

Tier 1: Tier 1 executives are junior-level technical executives and are trained to resolve common glitches and service requests by ensuring the steps as assigned in the script.
Tier 2: Tier 2 executives are IT SUPPORT MANHATTAN support technicians and have good knowledge of the product. Support technicians are not necessary the computer programmers or engineers that have designed and developed the product.
Tier 2: Tier 3 executives are specialists and are highly skilled and experienced with the product or service. Tier 3 support includes engineers, developers, and architects who developed the product.

Tier Zero and Tier Four

Tier 0 is the self-help level where the users can solve their queries by going through FAQs and Forums. Users can access this information and try solving the problems on their own. This IT SUPPORT MANHATTAN support level comes in handy for minor problems like password-reset and knowledge-based queries.
Tier 4 also exists and is called as the escalation point and is rarely used. Tier 4 is not a part of the organization and is usually an outside software or hardware merchant. In an enterprise incident management system, it is crucial to track the incidents that are being assisted by an external vendor.


Although the levels and their functions mentioned above are universal, it is, by no means, necessary that an organization has to abide by this system. Many organizations consist of Tier 1 executives that are proficient in accomplishing Tier 2 and Tier 3 work. In many organizations, Tier 2 and Tier 3 IT SUPPORT MANHATTAN executives take phone calls and perform direct fixes whereas, Tier 3 techies switch to desktops. Every organization have their own IT support infrastructure; however, the infrastructure mentioned above is a general infrastructure used by several organizations.
Generally, larger organizations have more streamlined roles. Segregation is possible in the help desk of a large organization or an outsourcing company. In smaller organizations with a small number of users, the roles of executives are less segregated but more volatile. The roles in an IT SUPPORT MANHATTAN are generally institutionalized in a variety of ways, but this is how technical help desk roles are divided. But after all, it all depends on your organization, the number of customers, and the infrastructure that bests suits you.