Which task would be the responsibility of a level two technician

Technicians test and oversee hardware, software, and other related equipment to analyze, use, and know the efficacy and suitability of a product for end users. It is their responsibility to maintain and guarantee data secrecy.

They use all the resources that are available in an organization to carry out an assessment of computer systems so that they can isolate the types of problems and accordingly render technical support. Technicians need to have extensive knowledge of operating systems and computer hardware and peripherals. They also need to know how networking systems work. They have to make recommendations so that systems can function in a faster, dependable, and more secure manner.

They make use of help desk to gather tickets raised by end users for problems by monitoring and tracking them. PC Technicians II will be needed in all types of organizations, be they large or small. If they improve their educational qualifications and gain adequate experience, opportunities open up for them to take up executive or managerial positions. According to BLS , jobs for PC support specialists would grow 11 percent during the period They should be conversant with a wide range of networking concepts, servers and storage systems.

When a user query goes up to Level 3 support, the technicians attempt to define the root cause of the problem by looking into code and designs in a lab setting.

The technicians may raise the issue with the company to make changes to a product and pass down the solutions to Tier 1 and 2 support. When creating Level 3 support for your business, look for specialists engaged in creating a product, or people with IT expertise in the creation of a similar product. Level 1 to Level 3 of support includes human intervention. Before human intervention, the level of support is called 0.

In this tier, users retrieve information from web sources and in-built application help spaces such as manuals, FAQs, and search functions.

The functionality of Tier 0 rests in the hands of developers that create applications and company websites. This level also requires moderators who continually check customer forums for comments.

Without clear instructions and product information, users turn to Tier 1 support. There is Tier 4 support, though it exists outside the organization. It includes contracted support for products sourced from other manufacturers. This may consist of support for printers, computers, software, machine maintenance, and other outsourced hardware and software. Level 3 or Level 2 support may forward some queries for review by Level 4 support.

Your needs may vary depending on the product and service you provide, the size of your business, and the number of clients. Also, shifting employees between Tier 1 and 2 roles helps with training and experiences and increases employee satisfaction and retention.

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That person then calls the customer back to ask additional questions and resolve the problem. The following list of guidelines details when to escalate a problem to a more experienced technician. These are generic guidelines; you should follow your company's business policy for problem escalation. The entire network is down, and a more experienced tech may be able to resolve the issue faster.