Level 1/2/3 Technical Support

[Dynash]

Hey, i'm somewhat confused on the requirements to be a Level 1, 2 or 3 technical support. from what i understand, you don't? you just need expereince and the knowledge?

if you have any links to best describe it to be, that would be great.

[Stan]

I too am interested in learning the definition of these support levels :)

[Secret]

I don't really know, I did some research and maybe this could help us:

http://youngstown.craigslist.org/tch/571852935.html - to understand level 1

[Dynash]

I don't really know, I did some research and maybe this could help us:

http://youngstown.craigslist.org/tch/571852935.html - to understand level 1

thanks. that is all i could find on Level 1 too.
well thats claified it for me.
i beleive though for level 3 you will require a qualification, ie: a CCNA.
thanks for looking though :)

[Richard]

In most places:

Level 1: Does not need any access. Just advises the client on what, or how to do it. Normally does not have access to the billing system, or most of the support system.

Level 2: Has access to the clients cPanel/WHM/SSH, and preforms basic tasks, etc. Has access to the billing system, and most of the support system

Level 3: Normally has access to anything, normally including KVM/DataCenter/NOC. Carries out advnaced tasks such as setups, networking, etc. Normally things that cannot be done via the web interface of the control panel, etc.

[Dynash]

ahh okay. thanks for explaining.
so i guess it's more down to the specifications of the company.

[Richard]

Yeah.

I know of one company that Level 2 deals with billing and customer related issues, and level 1 deal with what I would class as level 2 issues.

On a side note. To become level 3, you would normally need a certification in something related, and have experience in Linux/Server Security. Security+ Certification goes along way.

[notnamed]

The way it works at the outsourced tech support company I work for is this. Level 1 does tech stuff (including WHM/cPanel and shell work) until they have to edit global configuration files (httpd.conf, etc). Then (technically it should) up to Level 2. Level 2 sends it to Level 3 for anything that needs to be recompiled or reinstalled. If a Level 1 runs in to an error message that they can't figure it it goes up the queue. Etc.
This is different than a regular hosting company, because all billing and sales are handled by our clients (the hosting companies), so these tiers are entirely for the tech support, and billing etc is handled separately.
Generally speaking too, Level 1s are trying to get promoted to Level 2s, Level 2s are trying to get promoted to Level 3s, etc... so people do work of the higher levels some/most/all of the time so that they'll get noticed and get promoted. It's all pretty blurry, that's probably why you've had difficulties finding any set definitions.

[hamster]

o.O that means I was at level 2 without even knowing it -_-

[utcrazy]

I'd hate to see a level 3 tech without server access.

[Dynash]

ahh
okay. well yeah, i'm not a level 1, i can do level 2. depending on the requirements i could do level 3, but i'd wait until i get my CCNA etc.
thanks for explaining.

edit: i can't give rep ._.

[Skylar]

I'd hate to see a level 3 tech without server access.

Yep that would be interesting :eek3: