Which task would be the responsibility of a level two technician




















The entire network is down, and a more experienced tech may be able to resolve the issue faster. Problems that require opening the computer case need a level-two technician. Level-two technicians can also use remote diagnostic software to connect to the customer's computer to update drivers and software, access the operating system, check the BIOS , and gather other diagnostic information to solve the problem.

Cisco Certified Expert. Companies provide technical support for a broad range of devices and software, including televisions, phones, and motorized products. Your technical support team can be limited to a few employees or an entire department, depending on how large your business is.

The technical support team assists through chats, text messages, email, video, online tutorials, how-to blogs, message boards, chatbots, and other software. You can also choose to hire an in-house team or outsource your technical support, depending on your needs and resources. Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information.

The technicians in Level When creating a Level 1 support team, pick junior level technical support personnel. Usually, Level 1 support teams solve user problems by following standard operating procedures SOP.

If no solutions are available as per the training and instructions, Level 1 personnel forward the queries to Level 2 support. Level 2 personnel take queries from Level 1. This level of help mostly deals with in-depth troubleshooting and backend analysis. First, a Level 2 technician reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.

The Level 2 technician then communicates with the user for an in-depth analysis of the problem before providing a solution. If a solution is not available, the query moves up to Level 3 support. Usually, Level 2 support personnel have a deep understanding of the company products and extensive experience in troubleshooting. Level 2 support technicians also have more experience working for the company, in-depth training, and access to all company information. Tier 2 technicians are not necessarily architects or engineers directly involved in creating the hardware or software in question, but may have experience with programming or using the products.

Level 2 PC Technician should be able to multi-task and work on projects until they are complete. Furthermore, they need to have experience in using communications and network diagnostic equipment, excellent interpersonal skills, ability to explain technical concepts to people from non-technical backgrounds, aptitude to understand and follow standard operating procedures, and being able to perform under trying circumstances.

Most common problems that users face and technicians have to solve are as following: slowing down of computers and freezing, driver issues which cause peripherals, such as keyboards, printers, and other peripherals not functioning properly, slowing of internet speed, app commands not responding, slow download speeds, attachments not opening, pop-up ads appearing, corrupted files, system shutting down abruptly, and computer screen is jumbled, among others. Computer Technicians II, as they are also referred to, resolve these issues promptly and guide all end users.

Technicians must keep themselves updated with the latest developments on the technology front, as they must be able to act when new and unexpected events occur. Level 2 PC Technician configure, troubleshoot, and monitor the functioning of personal computers and server systems, undertake pre-emptive maintenance on telecommunication equipment, escalate issues which are unresolved, aid other teams in supporting different operating systems, besides Wide Area Network WAN and Local Area Network LAN , and respond to phone calls, messages and e-mails relating to system issues or hardware problems.

They identify training available to improve IT support to clients and personnel, analyze and update documentation for help desk as allotted. Technicians assess and recommend changes to policy and procedures and hardware and software to the chief information officer CIO.

They collect and enter data for planning, regular reporting, assessing, and decision-making. 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.



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