Every company requires a reliable and proactive IT support service partner to achieve their business goals and objectives. This is a mandatory business requirement to keep you in touch with your customers, patients, financial institutions and stakeholders. Focus on growing your business and we’ll manage and develop your technology.

Our IT support service includes hardware and software installs, repairs, account management and warranty, remote, dispatch and field support.

Our IT support includes troubleshooting and solving tier 1-3 issues for Laptop, mobile devices, computers, SaaS products and custom software.

Our team of support engineers are dedicated to provide you the needed business IT support. Our engineers have been trained to support all business sizes and have the required levels of technical expertise.

 

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Nicholas Bortey

Chief Executive Officer
Lead Consultant – IT Consulting

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IT Support Services

Tier One/Level One

Tier Two/Level Two

Tier Three/Level Three

This level of support is the first point of call when users face challenges. Challenges resolved here are usually very routine and require not a lot of experience to resolve. Team members here can usually solve the challenges by following a set of standard operating procedures.

This level of support involves the collection of user requests and data, attending to customer phone calls and emails, conducting basic troubleshooting and having enough understanding to know when the user request should be assigned to tier/level two team members.

This level of support usually interacts with the level one support members rather than the users directly. However, when further information is required, they do communicate directly with the users. They usually perform more in-depth and advanced troubleshooting as well as backend analysis.

Members of the tier two support team have a deep understanding of the organization’s systems, processes, and architecture. The tier two team members have enough skill, training, expertise, and experience to resolve more complex user challenges.

This level of support includes members that are engineers (software, networking), systems designers and architects, creators, programmers, etc. Basically, experts and specialists in relevant fields. These experts have access to the highest levels of company information.

And only come in when the logged user challenge requires a change to product structure or design.

These changes/fixes come in the form of software/product updates.

1st line IT support?

As you might have gathered from the title, 1st line support is the support a customer will first come to contact with when they have an IT issue. A 1st line support provider will aim to quickly and efficiently help a customer fix their issue so they can get on with their day.

They will usually have a broad, general knowledge of the products and will have the knowledge and training to deal with the majority of the basic issues. If the 1st Line support team is not able to deal with the issue, then it will be recorded and sent to 2nd line support. The main forms of communication will be through the phone, however, support via the web might also be provided.

Some of the 1st line IT support job titles you will come across are Helpdesk Operator, IT Call Desk, First Line Support Engineer, 1st Line Network Support Analyst and more.

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2nd line IT support?

2nd line support is the support that’s provided to customers that have issues that are specialist or too technical for the 1st line support staff. So whereas, 1st line support will have general knowledge about products/issues, 2nd line support will have in-depth and specialist knowledge to deal with customer issues.

2nd line support will also likely have a number of conversations with the customer in order to help them.

Some of the typical 2nd line support job titles you may come across are 2nd Line Support Engineer, IT Supt Technician and Desktop Support Analyst.

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3rd line IT support?

3rd line support teams will be expert technicians that can understand the cause of the problem or issue and then help to fix it. Therefore, if a problem is too complex, it will be passed through 1st, 2nd and then finally 3rd line support to be dealt with.

Some of the typical job titles for 3rd line support include Network Specialist, Server Engineer and 3rd Line Support engineer.

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