IT Support – What’s It Worth?
There are various levels of IT support, and each level has its own set of advantages and disadvantages. Lower-level technicians are typically trained to solve known problems and fulfill service requests using scripts, while Tier 2 and Tier 3 specialists are seasoned professionals with the knowledge and expertise to assess and resolve issues. Unlike lower-level technicians, Tier 3 technicians are not product designers or programmers, but have access to the most advanced technical resources. They attempt to identify the root cause of problems and implement fixes accordingly.