L1 Responsibilities : Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers. Technical support often contributes to or supports a company’s overall customer service philosophy, so the team or department may straddle the technical world of IT and the practical side of customer service. Explaining different IT support levels (IT Support Tiers) described in IT Service Management (ITSM). They can fix almost all the problems on the server side that require a high skill and knowledge And in addition to this, they don’t only have support skills, but also are capable in setting up the infrastructure from scratch. Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems. L1 support includes interacting with customers, understand their issue and create tickets against it. L1 — Level 1 L2 — Level 2 L3 — Level 3 Ticket — Incident. Technical support is also known as IT support, help desk, or service desk. In contrast to traditional training, technical support typically focuses on helping with a specific user problem or issue. What is L3 and what duties does this level have?L3 engineers are masters of system administration with many years of technical experience, also they called DevOps engineers. 1. Technical support is a service that supports users of technology products or services. Explaining L0, L1, L2, L3, L4 levels of IT support Tiers.
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