Level-2 support is a more in-depth technical support level than Level-1 and therefore costs more as the technicians are more skilled and knowledgeable on a particular product or service.
This may include advanced technical troubleshooting and analysis methods, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problems.
Technicians in this domain of knowledge are responsible for assisting Level-1 technicians in solving primary technical issues and for investigating elevated problems by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
If a issue is new and/or technician from this group cannot find a solution, they are responsible for raising this issue to the Level-3 support team.
