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Where I work dev team also does the L3 support: we have L1 who can change the password, reboot the computer, we have L2, who know the basics of our app and its
by AlexTWithBeard 8y ago
Where I work dev team also does the L3 support: we have L1 who can change the password, reboot the computer, we have L2, who know the basics of our app and its surroundings, but if an issue is not obvious to them - here we come!
- kbar13 8y agowhy does l1 even exist
- AlexTWithBeard 8y agoPassword changes, mouse cables pulled out, icons disappearing from the desktop after windows update and other stuff like that.
- therealx 8y agoThey are prob able to hire a cheap on call firm to handle it.
- _red 8y agoWho says the ability to "reboot the computer" is avail to the user? (ie. remote RDC connection or a locked down retail POS terminal). Also, the "real purpose" of L1 tech is to categorize and prioritize incoming calls for further L2 / L3 processing. Knowing "who" needs to handle the call next, and its priority, is usually critical to getting real problems resolved timely.
- iagovar 8y agoBecause most people have very basic questions, and you don't want to waste dev time because someone don't know the basics of their OS.