Okay, so what is tier 1 computer support, huh? Its basically the frontline of defense, yknow? Think of it like this: you got a computer problem, right? Something aint working. managed service new york You aint gonna call the super-genius programmer guy first, are you? Nope! Youre gonna call... well, them.
Tier 1 is where most folks start their journey into the frustrating world of tech support. check Theyre the first point of contact. Theyre not necessarily expected to be experts on everything, but theyre supposed to be pretty good at handling common issues. Like, whats tier 1 good at? managed services new york city Password resets, simple software glitches, troubleshooting network connectivity, maybe even guiding you through installing basic stuff.
Its often scripted, I guess. They have a set of questions, a flowchart maybe, and a list of things to try. They follow that process to help you, it aint rocket science. It isnt meant to be a custom tailored solution to your incredibly unique problem right away, ya know?
If they cant fix it – and lets be honest, sometimes they cant – then they escalate it. That means they pass the problem on to tier 2 support, who are supposed to be more knowledgeable and have access to more advanced tools. managed it security services provider Its not that tier 1 is useless, by any means. They handle the bulk of the easy stuff, freeing up the more experienced technicians to deal with the genuinely tough problems.
So, yeah.