424:
various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems, however, Tier III personnel must first determine whether or not to solve the problem and may require the customer's contact information so that the technician can have adequate time to troubleshoot the issue and find a solution. It is typical for a developer or someone who knows the code or backend of the product, to be the Tier 3 support person.
373:, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal for this group is to handle 70–80% of the user problems before finding it necessary to escalate the issue to a higher level.
415:
intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations or replacement of various hardware components, software repair, diagnostic testing, or the utilization of remote control tools to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.
84:
186:
43:
261:
427:
In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and
364:
Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This
423:
Tier III (or Level 3, abbreviated as T3 or L3) is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, 3rd line support, back-end support, support line 3, high-end support, and
360:
Tier I (or Level 1, abbreviated as T1 or L1) is the first technical support level. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is
322:
allows them to maintain high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to
410:
process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the
339:
Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on the business's needs regarding their ability to sufficiently serve their customers or
314:
was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed
Service Providers).
344:' understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system. Remote computer repair is a method for
414:
If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for elevating this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the
405:
and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
340:
users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the
776:
389:) is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with
306:
With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or
467:
361:
important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."
511:
327:
enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel whose technical
436:
While not universally used, a fourth level often represents an escalation point beyond the organization. L4 support is generally a hardware or software vendor.
482:
components to persuade the victim that they need to pay in order for the computer to be fixed and then proceeds to steal money from the victim's credit card.
811:
Leung, Nelson K. Y.; Lau, Sim Kim (Summer 2007). "Information
Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries".
428:
developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.
298:
for users of their products to interact; such forums allow companies to reduce their support costs without losing the benefit of customer feedback.
891:
506:
31:
286:
provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the
101:
56:
692:
247:
229:
167:
70:
148:
120:
196:
105:
331:
and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.
896:
475:
127:
470:, although increasingly these scams operate within the same country. The scammer will instruct the user to download a
290:, technical support can now be conducted online or through chat. At present, most large and mid-size companies have
134:
886:
211:
846:
116:
901:
207:
94:
445:
62:
540:
370:
881:
545:
831:
641:
906:
876:
793:
698:
521:
141:
688:
479:
265:
585:
785:
501:
283:
590:
560:
407:
402:
345:
471:
366:
349:
328:
295:
870:
684:
646:
411:
technician to prioritize the troubleshooting process and properly manage their time.
738:
307:
797:
369:
issues, resolving username and password problems, uninstalling/reinstalling basic
17:
713:
491:
459:
451:
324:
319:
291:
279:
83:
774:
Kajko-Mattsson, Mira (July–October 2004). "Problems within front-end support".
616:
496:
341:
516:
455:
681:
IT Problem
Management (Harris Kern's Enterprise Computing Institute Series)
739:"Delivering High Availability Services Using a Multi-Tiered Support Model"
603:
260:
454:
claiming to be from a technical support department of a company like
789:
777:
Journal of
Software Maintenance and Evolution: Research and Practice
214:. Statements consisting only of original research should be removed.
463:
287:
259:
311:
323:
the business. For businesses needing technical support assets,
30:"Tech support" redirects here. For the television episode, see
179:
77:
36:
832:"IT Support Levels Clearly Explained: L1, L2, L3, and More"
401:, and various other headings denoting advanced technical
847:"Virus phone scam being run from call centres in India"
203:
294:
their tech support operations. Many companies provide
318:
For businesses needing to provide technical support,
714:"Remote PC Repair, Part 1: The Warranty Alternative"
365:includes troubleshooting methods such as verifying
108:. Unsourced material may be challenged and removed.
512:Comparison of help desk issue tracking software
604:Dell moves outsourced jobs back to U.S. shores
8:
71:Learn how and when to remove these messages
27:Maintenance service of electronic consumers
310:in countries or regions with lower costs.
248:Learn how and when to remove this message
230:Learn how and when to remove this message
168:Learn how and when to remove this message
769:
767:
765:
763:
761:
674:
672:
670:
668:
666:
664:
813:Journal of Computer Information Systems
532:
561:"Technical support for the neighbours"
458:. Such cold calls are often made from
7:
507:Comparison of issue-tracking systems
381:Tier II (or Level 2, abbreviated as
106:adding citations to reliable sources
450:A common scam typically involves a
32:Tech Support (Beavis and Butt-Head)
478:techniques that typically involve
25:
52:This article has multiple issues.
845:Arthur, Charles (18 July 2012).
474:program and once connected, use
184:
82:
41:
615:Berkley, Susan; Maggie Klenke.
93:needs additional citations for
60:or discuss these issues on the
892:Computer telephony integration
348:software related problems via
1:
642:"Outsourcing: First Ask Why?"
830:Joe Hertvik (July 7, 2016).
737:Windley, Phillip J. (2002).
712:Germain, Jack (2007-07-30).
640:Perkins, Bart (2004-11-08).
399:administrative level support
210:the claims made and adding
923:
586:"How to Use Online Forums"
468:English-speaking countries
443:
29:
335:Multi-level tech support
302:Outsourcing tech support
621:The Great Voice Company
746:Windley's Technometria
683:. Upper Saddle River:
446:Technical support scam
406:However, prior to the
268:
679:Walker, Gary (2001).
371:software applications
263:
897:Computer occupations
617:"Call Centre Trends"
546:Cambridge Dictionary
102:improve this article
687:. pp. 85–113.
549:. 16 November 2021.
541:"Technical Support"
117:"Technical support"
699:Google Book Search
522:Help desk software
476:social engineering
269:
195:possibly contains
296:discussion boards
272:Technical support
266:Lakeland, Florida
264:A call center in
258:
257:
250:
240:
239:
232:
197:original research
178:
177:
170:
152:
75:
18:Technical Support
16:(Redirected from
914:
887:Customer service
862:
861:
859:
857:
842:
836:
835:
827:
821:
820:
808:
802:
801:
784:(4/5): 309–329.
771:
756:
755:
753:
752:
743:
734:
728:
727:
725:
724:
709:
703:
702:
676:
659:
658:
656:
655:
637:
631:
630:
628:
627:
612:
606:
601:
595:
594:
582:
576:
575:
573:
572:
557:
551:
550:
537:
502:Customer service
284:customer service
274:, also known as
253:
246:
235:
228:
224:
221:
215:
212:inline citations
188:
187:
180:
173:
166:
162:
159:
153:
151:
110:
86:
78:
67:
45:
44:
37:
21:
922:
921:
917:
916:
915:
913:
912:
911:
867:
866:
865:
855:
853:
844:
843:
839:
829:
828:
824:
810:
809:
805:
790:10.1002/smr.298
773:
772:
759:
750:
748:
741:
736:
735:
731:
722:
720:
711:
710:
706:
695:
678:
677:
662:
653:
651:
639:
638:
634:
625:
623:
614:
613:
609:
602:
598:
584:
583:
579:
570:
568:
559:
558:
554:
539:
538:
534:
530:
488:
448:
442:
434:
421:
408:troubleshooting
403:troubleshooting
391:level 2 support
379:
358:
352:connections.
346:troubleshooting
337:
304:
254:
243:
242:
241:
236:
225:
219:
216:
201:
189:
185:
174:
163:
157:
154:
111:
109:
99:
87:
46:
42:
35:
28:
23:
22:
15:
12:
11:
5:
920:
918:
910:
909:
904:
902:Remote desktop
899:
894:
889:
884:
879:
869:
868:
864:
863:
837:
822:
803:
757:
729:
704:
693:
660:
632:
607:
596:
577:
552:
531:
529:
526:
525:
524:
519:
514:
509:
504:
499:
494:
487:
484:
472:remote desktop
444:Main article:
441:
438:
433:
430:
420:
417:
395:support line 2
378:
375:
367:physical layer
357:
354:
350:remote desktop
336:
333:
329:knowledge base
303:
300:
256:
255:
238:
237:
192:
190:
183:
176:
175:
90:
88:
81:
76:
50:
49:
47:
40:
26:
24:
14:
13:
10:
9:
6:
4:
3:
2:
919:
908:
905:
903:
900:
898:
895:
893:
890:
888:
885:
883:
880:
878:
875:
874:
872:
852:
848:
841:
838:
833:
826:
823:
818:
814:
807:
804:
799:
795:
791:
787:
783:
779:
778:
770:
768:
766:
764:
762:
758:
747:
740:
733:
730:
719:
718:TechNewsWorld
715:
708:
705:
700:
696:
694:0-13-030770-X
690:
686:
685:Prentice Hall
682:
675:
673:
671:
669:
667:
665:
661:
650:
648:
647:Computerworld
643:
636:
633:
622:
618:
611:
608:
605:
600:
597:
593:
592:
587:
581:
578:
566:
562:
556:
553:
548:
547:
542:
536:
533:
527:
523:
520:
518:
515:
513:
510:
508:
505:
503:
500:
498:
495:
493:
490:
489:
485:
483:
481:
477:
473:
469:
465:
461:
457:
453:
447:
439:
437:
431:
429:
425:
418:
416:
412:
409:
404:
400:
396:
392:
388:
384:
376:
374:
372:
368:
362:
355:
353:
351:
347:
343:
334:
332:
330:
326:
321:
316:
313:
309:
301:
299:
297:
293:
289:
285:
281:
277:
273:
267:
262:
252:
249:
234:
231:
223:
213:
209:
205:
199:
198:
193:This article
191:
182:
181:
172:
169:
161:
158:February 2015
150:
147:
143:
140:
136:
133:
129:
126:
122:
119: –
118:
114:
113:Find sources:
107:
103:
97:
96:
91:This article
89:
85:
80:
79:
74:
72:
65:
64:
59:
58:
53:
48:
39:
38:
33:
19:
854:. Retrieved
850:
840:
825:
816:
812:
806:
781:
775:
749:. Retrieved
745:
732:
721:. Retrieved
717:
707:
680:
652:. Retrieved
645:
635:
624:. Retrieved
620:
610:
599:
589:
580:
569:. Retrieved
567:. 2005-03-28
564:
555:
544:
535:
466:to users in
460:call centers
449:
435:
426:
422:
413:
398:
394:
390:
386:
382:
380:
363:
359:
338:
317:
308:call centers
305:
276:tech support
275:
271:
270:
244:
226:
217:
194:
164:
155:
145:
138:
131:
124:
112:
100:Please help
95:verification
92:
68:
61:
55:
54:Please help
51:
882:Outsourcing
819:(4): 70–81.
492:Call center
452:cold caller
342:technicians
325:outsourcing
320:outsourcing
280:call centre
871:Categories
751:2008-05-03
723:2008-03-04
654:2008-05-06
649:Management
626:2008-05-02
571:2008-03-06
528:References
497:Call board
432:L4 Support
419:L3 Support
377:L2 Support
356:L1 Support
292:outsourced
220:March 2018
204:improve it
128:newspapers
57:improve it
907:Telephony
877:Help desk
517:Help desk
462:based in
456:Microsoft
208:verifying
63:talk page
856:31 March
851:Guardian
565:BBC News
486:See also
480:Windows
278:, is a
202:Please
142:scholar
798:385778
796:
691:
144:
137:
130:
123:
115:
794:S2CID
742:(PDF)
464:India
440:Scams
288:phone
282:type
149:JSTOR
135:books
858:2014
689:ISBN
591:Inc.
312:Dell
121:news
786:doi
385:or
206:by
104:by
873::
849:.
817:47
815:.
792:.
782:16
780:.
760:^
744:.
716:.
697:.
663:^
644:.
619:.
588:.
563:.
543:.
397:,
393:,
387:L2
383:T2
66:.
860:.
834:.
800:.
788::
754:.
726:.
701:.
657:.
629:.
574:.
251:)
245:(
233:)
227:(
222:)
218:(
200:.
171:)
165:(
160:)
156:(
146:·
139:·
132:·
125:·
98:.
73:)
69:(
34:.
20:)
Text is available under the Creative Commons Attribution-ShareAlike License. Additional terms may apply.
