What is Tier 1 IT Support?

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What is Tier 1 IT Support?

Okay, so, what is Tier 1 IT support? IT Support Certifications and Training . Well, think of it like this: youre having a problem with your computer, right? Maybe your email isnt working, or you cant print, or (oh the horror!) the internet is down. First port of call?

What is Tier 1 IT Support? - managed services new york city

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managed service new york Tier 1.


These are the folks, often the first people you talk to, who are basically the front line. managed service new york Their job isnt necessarily to be super-geniuses who can fix everything.

What is Tier 1 IT Support?

What is Tier 1 IT Support? - managed service new york

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    Instead, theyre there to answer the phone (or email, or chat), listen to your problem, and try and solve it with a set of pretty standard, pre-approved solutions.

    What is Tier 1 IT Support?

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    Think password resets, checking if your computer is plugged in (yes, seriously, that happens!), or running some basic troubleshooting scripts.


    Theyre kind of like the triage nurses in a hospital. They assess the situation, get the basic info, and try to fix the easy stuff right away.

    What is Tier 1 IT Support? - managed it security services provider

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    If they cant fix it, then thats when things get escalated.


    Tier 1 support often operates using a knowledge base (think of it as a giant FAQ) and a ticketing system (to track all the problems coming in). managed services new york city Its all about efficiency and speed, getting common problems resolved quickly so the more specialized (and expensive) IT folks can focus on the really hairy issues. managed it security services provider Its important to remember that not every problem is a hairy issue!


    Basically, if your issue is something that can be fixed with a simple step-by-step guide, Tier 1 should be able to handle it. They get paid to do the easy stuff, so the others can do the hard stuff (like fixing the entire network when the main server goes down!) Thats what Tier 1 is all about. Make sense?

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    What is Tier 1 IT Support?

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