Question: What Is 1st Level IT Support?

What is 1st 2nd and 3rd level support?

The first line of support provides basic / common assistance; for more complex tasks, there is the second line of support; and for external services or highly technology-specific issues, there is the third line of support..

What is Tier 1 and Tier 2 IT support?

Tier 1: This is the organization’s “first line of defense,”. … Tier 2: When a customer issue is beyond the skill of the Tier 1 staff to resolve, the issue escalates to Tier 2. Tier 2 staff have the knowledge base and skills to handle more complex customer issues and will often use remote control tools.

How do you interview for support?

Best Technical Support or IT Support Interview Questions and Answers:Do you know about our products and company? … What is BIOS? … What experience do you possess in the technical support field? … Tell me about yourself? … What are the hardware components of a desktop computer/laptop? … What do you know about our organization?More items…

Is service desk a good job?

Getting a job on a corporate IT service desk is a great idea if you want a career in tech. The IT service desk is a common entry-level role into the tech industry, which means that you don’t usually need fancy qualifications or a super-techy brain to get on board.

What are l1 l2 l3 support?

They have more knowledge, more experience in solving related complex issues and can guide/help L1 support folks job in troubleshooting. If the solution not provided at this level then escalate to the L3. L3 is the last line of support and usually comprise of a development team which addresses the technical issues.

What is 1st line support?

1st Line Support – Generally Helpdesk – Job titles such as Helpdesk Operator, First Line Support, IT Call Desk. – This role is generally phone or sometimes internet support based. Onsite requests are usually passed to the 2nd Line Support personnel.

What are the levels of IT support?

IT support levels (tiers)IT Support LevelFunctionTier 1Basic help desk resolution and service desk deliveryTier 2In-depth technical supportTier 3Expert product and service supportTier 4Outside support for problems not supported by the organization1 more row•Apr 25, 2019

What is 3rd line support?

A general help desk that takes more information, provides simple fixes, and determines whether the issue needs to be escalated to someone with more knowledge. A team with more technical knowledge that can help with more difficult, skilled fixes.

Why should I hire you for tech support?

“Why should we hire you” Example for Fresher (Technical Support Engineer) Required skills: Excellent interpersonal skill, analytical skill, and problem solving skill. Profitably, good in team work, sharing ideas, and interacting with customers and clients. Technically sound and should have excellent computer knowledge.

How do you answer why should we hire you?

Make his job easier by convincing him that:You can do the work and deliver exceptional results.You will fit in beautifully and be a great addition to the team.You possess a combination of skills and experience that make you stand out from the crowd.Hiring you will make him look smart and make his life easier.