IT is a profession that covers a wide range of specialties and responsibilities. In this day and age, it’s safe to say that pretty much everyone uses technology in some way or another, so the skills needed to support these systems are increasingly important. However, not all IT workers perform the same duties! While the roles within this industry are similar in many ways, there are also some significant differences between them based on what types of tasks they’re responsible for completing. As a business, by learning about each level of IT support in detail, you can better understand what kind of staffing needs to invest in and how each role differs.
Why It Is Important to Have Different Levels of IT Support
It is crucial to have different levels of IT support because various levels of support are needed for diverse learners and purposes. For example, some learners might have only basic IT skills and thus require only limited support, while others might have complex IT skills that need extensive support and attention. IT support can help learners achieve their learning objectives in different ways and achieve different goals, depending on what level of support they need.
The Different Levels of IT Support
Tier 1 Level – The Help Desk
Tier 1 Support is the first level of support that a customer will contact. For example, the Tier 1 help desk is where the customer first contacts the IT support team to report an issue or problem that they are experiencing with their technology.
Tier 1 typically provides basic troubleshooting and resolution of issues but cannot complete more complex issues involving hardware or software installation/upgrades, data recovery, etc.
The help desk is also responsible for maintaining the status of the organization’s technology, often referred to as the help desk ticket system. The help desk is the first point of contact for the IT department when they want to bring in new technology or make changes to the current technology. If the help desk level cannot provide solutions to problems presented to them, they escalate it to tier 2, which is the next level of IT support.
Tier 2 Level – The Hardware and Software Support
Tier 2 technicians are responsible for diagnosing and repairing hardware and software issues. They are usually more experienced than the help desk technicians and have more training, which means they are likely to have a higher level of technical knowledge. Because of their experience, they may be able to handle a wider variety of issues such as monitoring and maintenance of the business’s IT systems and configuration of hardware and software. The combination of these factors makes them an ideal resource for any company that leverages technology for productivity.
Tier 2 IT support technicians should not necessarily be the creators or programmers of the product or service but should have a deeper understanding of how it works.
Tier 3 Level – The Networking Support
The Tier 3 level of IT support is for networking support. Networking engineers are more knowledgeable and experienced than tier 1 and 2 technicians and are responsible for designing and implementing network systems. They should understand network topologies, protocols, and applications well.
They also need to be able to troubleshoot problems on the network infrastructure at a fundamental level by analyzing data flow, identifying root causes, and making recommendations for improvements.
Tier 3 personnel may include engineers and programmers who created the product or service. They are the highest-ranked IT specialists within a business and can identify the root causes of IT problems using the product’s design and code. Level 3 tier support is also responsible for creating the framework used by tier 1 and tier 2 technicians to perform their duties.
Tier 4 level – The Network Engineering Support
At the Tier 4 level, you will be working with network engineers and programmers. They are responsible for the design and maintenance of networks. This includes creating a communication infrastructure that is reliable, secure, and fault-tolerant.
Network engineers must have a broad understanding of networking technologies, protocols, and standards. In addition, they need to be able to troubleshoot and solve problems in their network and implement changes to improve performance or add new features.
Is There A Level 0 In IT Support?
Before an IT specialist is called in to look into a problem, users in most businesses are provided with online resources and built-in application manuals to help them fix their IT-related problems. This level of IT support is sometimes referred to as level 0 and may use a dedicated FAQ section within a company website.
Knowing the Different IT Support Levels Helps You Run a Profitable Business
If you’ve been considering hiring IT support, it’s important to understand the different levels of IT support. By getting to know the different levels of IT support, you can better understand what kind of work is involved and how your business can leverage the work. The higher the IT support level, the more complicated the tasks are likely.
Conclusion
There are many different levels of IT support. You should understand each one to choose the appropriate solution for your business or organization. For example, suppose you’re experiencing issues with your hardware or software. In that case, it makes sense to contact a Hardware and Software Support technician who can resolve those issues more quickly than someone who specializes in networking issues alone. On the other hand, suppose you need help setting up new computers for employees or installing software updates every month. In that case, enlisting the help of a network engineering support technician might be more cost-effective than hiring someone else for the same task.
