This is the highest level of support in a three-leveled technical support model responsible for handling the most difficult or advanced problems. It is denoting expert level troubleshooting and analysis methods.
These individuals are experts in their fields and are responsible for not only assisting both Level-1 and Level-2 personnel, but with the investigation and development of solutions to new or unknown or high level issues. Level-3 technicians have the same responsibility as Level-2 technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.
Technician will work to resolve the issue with the customer as it may become apparent that the Level-1 and/or Level-2 team simply failed to detect the proper solution.