2️⃣ Level 2 technician
Tasks of a Level 2 Support
- Finding solutions based on previous cases
- Closing a reassigning jobs
- Handling configuration issues
- Manage software installations and hardware repair
- Review information and training available for first level support
- Monitor available tools for issues (network)
- Collect information and escalate to L3 support
- Hardware repair
- Physical Visit
- Respond to messages relating to hardware problems or system issues.