2nd level support wenn der 1st level support eine anfrage aus kapazitätsgründen nicht mehr selbst übernehmen kann oder wenn dafür eine höhere technische qualifikation erforderlich ist, gibt er sie an den 2nd level support weiter.

1st und 2nd level support. Level two is place ticket reaches if it is not resolved by 1st level. They don’t use their time for queries that anyone can answer. Sometimes it is still a remote team with more specific knowledge then the support desk.

Second level support is the condition in which the operator delves into the nature of the problem in real time and tries to solve it directly online. Die beschaffung, verwaltung, konfiguration, instand­haltung von hardware sowie das testing & staging. They are the ones who ask if the computer is plugged in or not.

Level 1 are just normal people reading the instructions off a teleprompt, or computer screen in front of them. This is a key point in the difference between first and second line support. Tracking, callrouting, weiterleitung an drittdienstleister etc.

Diesen wert haben wir auf basis von 3.862 datensätzen ermittelt, die wir in den letzten zwei jahren erfasst haben. They can do the elementary first fixes too. Onsite requests are usually passed to the 2nd line support personnel.

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. Kollegen mit humor und öfter mal um die ecke denken? Level 3 = where the sorcery and black magic begins with the masters of the dark arts.

Level 2 personnel take queries from level 1. Als 1st level support mitarbeiter liegt das deutschlandweite gehalt bei 2.583 € pro monat. In the case of more complex problems, the first level support receives assistance by the second level support.