network support engineers

 The technical support level 1 generally treat problems easy to solve. These may include problems such as verification of incidents on communication lines, user and password troubleshooting, basic installation / reinstallation of software applications, verification of proper hardware and software configuration, and assistance with navigation of application menus network support engineers.

Functions of a level 1 support

When you contact a first-rate support specialist, the first thing they will do is collect customer data to identify you - customer number, name and contact form . They also collect information about the customer's query or issue and create a support ticket / entry.

This documentation should be as detailed as possible to ensure the best possible customer service and to be able to seamlessly transfer the query to the next level of support if necessary.

When you receive an incident or inquiry, your first level support technician is able to analyze the symptoms and resolve the underlying problem. Once the technician has identified the root of the problem, the technician can provide assistance through his own knowledge or by consulting a catalog of possible solutions available . Since the answers are often collected in a manual of frequently asked questions (FAQs).

Larger help centers will have more levels of support to solve more complex questions.

As soon as a customer inquiry exceeds the knowledge level or technical scope of the level of support contacted, the issue is transferred to the next level of technical support. This means that if the first level support technician is unable to resolve a problem and requires more support, you can seek further advice from second level technical support .

However, the objective of this first level of support is to solve between 70 and 80% of the user's problems before concluding on the need to raise the incidence to a higher level.

In addition, first-level support is responsible for providing detailed and up-to-date information on the company's products and services. They also record inquiries and incidents and their resolutions in records.

In case of extensive inquiries, they also follow up and update the customer situation and information , and relay any customer feedback or suggestions to the appropriate internal team.

What are the daily tasks and functions of level 1 technical support?

Respond to initial inquiries by phone or email from clients

Record call and email activity

Manage support software or ticket system

Solve and manage basic software, hardware or network problems.

Provide assistance in regards to the company's products or services

Stay up-to-date with updates and changes within the company

Delegate difficult issues to second-level support

Are you looking for an IT support expert?

Familiarity with remote desktop applications and support software (eg, Zendesk)

Excellent communication and problem-solving skills

Ability to offer step-by-step technical help, both written and oral