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Technical Support Engineers @SQLSERVER

This title is somehow generic, but my intension is to talk about technical support. You may come across this job title on the employment newspaper or job portals. Technical support engineers are most valuable people in an organization.

Let me come the point, it is about the Technical Support engineer’s levels. Whenever you ask a support engineer about the job description, the answer may confuse some of us. Because, they can answer like level 1, level 2, level 3, level 4 support. I think some of you might have confused now. This article is trying to shed light on those areas.

These multi-tiered technical support levels are a group of support personnel based on their abilities and subsequently pay. In other words, they are based on the knowledge and the years of experience in troubleshooting the software or hardware products.

Those levels are as follows:

Level 1 (L1):

This is the initial support level responsible for basic customer issues. This support is over phone and email ticket responders. They are the first responders and with basic skills. Technical support specialists in this group typically handle straightforward and simple problems while “possibly using some kind of knowledge management tool.”

Level 2 (L2):

This is a more in-depth technical support level than level 1. They are experienced and more knowledgeable personnel on a particular product or service.

Level 3 (L3):

This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. These staffs trained to resolve the problems which cannot be handled by Level II support personnel. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues.

Level 4 (L4):

Level 4 grouping which generally consists of senior administrators who are often called on to assess the abilities of new hires, train employees, and often report on the state of a company’s IT infrastructure in addition to handling very specialized support functions.

While this level is not universally used, a fourth level often represents an escalation point beyond the organization. Those are hardware or software vendor. That is based on the Service Level Agreement (SLA) may have specific provision.

Extra note: Level 2 and Level 3 team members has their own responsibility, Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.

Categories: SQL Server
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