This is a key point in the difference between first and second line support.

1st 2nd level support. What is level 2 support? The first line of support provides basic / common assistance; For more complex tasks, there is the second line of support;

Apply to customer success manager, customer care manager, customer support representative and more! Second line agents are more specialist in their knowledge. Collecting and analyzing diagnostic data;

Actual onsite support from the 2nd line is not always the case. Level 1 may also provide support for identified level 2 and level 3 issues where configuration solutions have already been documented. Sometimes it is still a remote team with more specific.

(i) isolating the problem to determine that it is a problem with the licensed engine; They can do the elementary first fixes too. 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.

Level two is where ticket heads off to if it is not fixed by 1st line, here the techs have knowledge and experience of various os's / hardware, and are able to offer techninal advice or remote support, there are time limits to help things keep moving, and if 2nd line are unable to get it sorted, or at least in progress within those limits, it will be escalated to 3rd line Here they have knowledge and good experience of various operating systems and hardware. Level two is place ticket reaches if it is not resolved by 1st level.

They are able to suggest technical advice or provide remote support to l1. 1st level support also processes service requests and keeps users informed about their incidents' status at agreed intervals. It is synonymous with support level 2 or l2 support, administrative support denoting advanced technical troubleshooting and analysis methods.