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1st/2nd/3rd level support

  • 27-09-2007 2:44pm
    #1
    pan
    Registered Users, Registered Users 2 Posts: 190 ✭✭


    Hi all,

    Looking around at jobs and I see alot of 1st/2nd/3rd level tech support jobs!!!

    What exactly are the duties of each level?

    thanks
    pan


Comments

  • #2
    kaizersoze1980
    Closed Accounts Posts: 732 ✭✭✭kaizersoze1980


    1st level: monkey work...call logging , nothing else
    2nd level: monkey work....call logging, some deskside support..simple stuff..password resets..imaging pc's...printer stuff...
    3rd level: server support/sys administration. proper IT work. not monkey stuff


  • #3
    Agent Smith
    Moderators, Regional East Moderators Posts: 21,504 Mod ✭✭✭✭Agent Smith


    Sums it up pretty well


    1st level is a Doddle


  • #4
    pan
    Registered Users, Registered Users 2 Posts: 190 ✭✭pan


    Thanks guys,
    that clears it up for me, I was wondering at what level the real work started!


  • #5
    BobTheBeat
    Registered Users, Registered Users 2 Posts: 1,048 ✭✭✭BobTheBeat


    Fyi You usually have to work up from level 2, if you are fresh out of college into a company. Most Network admins I know (myself included) have followed the same path. Bad with the Good as they say!


  • #6
    Eoin
    Registered Users, Registered Users 2 Posts: 21,263 ✭✭✭✭Eoin


    It varies from company to company.

    1st level will often include diagnosis and basic PC support too, it all depends on the organisation.

    Sometimes 2nd level support is very detailed application or system support, and 3rd level support would be the underlying OS/COMMS/DB support etc. In this instance 3rd level support wouldn't be seen as a "step up" from 2nd level, just a different skillset.

    In a smaller organisation, 1st level support will probably have a lot more hands on stuff.


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