IT Technician L1-L2 From Scratch / CompTIA A+

Tier 1 support (L1)

What is a level 1 help desk?

Level 1 help desk, or tier 1 support, is the first level in which customers or users can make direct contact with a live person to solve their problems. The goal of effective L1 support is to quickly resolve a user issue, both for a better user experience and to keep costs down. If a tier 1 support representative is unable to resolve the issue, they need to be able to smoothly escalate it to a higher tier.

What does level 1 support mean?

L1 provides support for basic customer issues that need IT involvement, such as solving usage problems and fulfilling service desk requests. If no solution is available, tier 1 personnel escalate incidents to a higher tier.

Tier 2 support (L2)

What is a level 2 help desk?

Tier 2, also called level 2 support, engages L2 staff with a higher level of expertise and deeper knowledge of apps, systems, and issues. Tier 2 support involves in-depth troubleshooting and time-intensive problem-solving or more complex issues that are less common.

What does level 2 support mean?

Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 2 support escalates the incident to tier 3.