L1 – First Line Support: Telephone helpdesk

  • Product Demo Basic troubleshooting
  • Monitoring tools.
  • Hardware support
  • Software support
  • Printer installation
  • MS Office support
nippon

L2 – Second Line Support

  • Sr Support – More Advanced Technical Problem
  • Window server
  • SQL ,ORACLE Databases
  • Active directory
  • Network issues
  • Firewall
  • Backup
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L3 – Engineer Support (Real big issues)  Technical Problem

  • Major problem
  • Management, prioritization
  • Minor enhancements,
  • Break fix activities,
  • Problem management,
  • Stability analysis, etc.
nippon