In today’s environment, technical support needs more than Joe in accounting. Businesses may need additional IT resources to help alleviate the added support required for a remote workforce. They may require assistance with cybersecurity and network performance. An IT support and service provider can help ensure your company is covered.
What is IT Support?
In its simplest form, is about offering assistance to individuals and organizations regarding technology-related devices. Its purpose is to provide users with answers to problems they may be experiencing. In a business environment, IT support is more than assistance. It can encompass the setup, installation, and configuration of equipment, plus much more. What do business IT support services include?
What Does IT Support Do?
Business IT support is more than fixing problems and answering questions. IT support services include optimizing network performance and securing it against cyberattacks. With IT support and services, an organization can realize the full potential of its network and follow best practices for securing its digital assets. For more information, you can check .
IT services providers can be responsible for the setup, installation, configuration, and maintenance of network equipment, whether that is a or at the kitchen table. They can proactively monitor equipment performance to avoid downtime because of equipment failure. They are prepared to help with disaster recovery and backup site plans. Business IT support can be whatever a business needs to ensure continuous operations.
What Do IT Support Technicians Do?
Supporting company networks requires multiple specialties. For example, technical support specialists may analyze, evaluate, and troubleshoot network problems. These technicians play a crucial role in maintaining the network and backing up digital assets.
Customer support personnel are responsible for providing technical help to non-IT computer users. They respond to phone and email requests for help. Don’t forget the cybersecurity support specialists. They use their expertise to ensure the network, applications, and data are secure. They can even help with meeting compliance security standards.
The types of technical support depend on the organization. Some companies may want involvement in day-to-day operations. Others may be looking for help-desk support during business hours. No matter the need, IT support personnel understand how technology is used and how to fix it.
Technical support follows a tiered system, where the levels of support are tied to the expertise required to address the problem. The higher the level, the more expertise is needed.
What is Level 1 Technical Support?
Level or tier 1 support is the person on the other end of a phone call, online chat, or an email string. They are tasked with identifying the problem and providing the most common resolution methods. Tier 1 staff play an essential role in problem resolution. They are the people who define the problem and acquire as much information as possible to resolve it. If they are unable to resolve the issue, it is transferred to a Level 2 support specialist.
What is Level 2 Technical Support?
Level or tier 2 support requires someone with more technical knowledge. If a level 1 technician cannot resolve the issue, they transfer the issue to level 2 personnel. They, in turn, work to resolve the issue. In most cases, end-user problems can be fixed at a level 2. If an issue cannot be resolved at level 2, it is escalated to a higher tier.
Rarely does a problem go beyond a level 2. Issues beyond a level 2 are relegated to the creators of the application or hardware. These are glitches that require software updates or patches to fix. Hardware-level problems may require new components.