Here are some common responsibilities and tasks associated with Level 1 IT support:
User Assistance: Providing assistance and support to end-users who encounter technical problems, including hardware, software, network, and connectivity issues.
Issue Triage: Assessing the nature and severity of reported IT issues to determine the appropriate course of action, whether it can be resolved at the Level 1 support level or needs to be escalated to higher-tier support.
Password Resets: Assisting users with password resets and account unlock requests.
Software Installation: Guiding users through the installation and configuration of software applications, including operating systems and productivity tools.
Basic Troubleshooting: Diagnosing and resolving common technical problems, such as printer issues, email configuration, and internet connectivity problems
Advanced Troubleshooting: Level 2 IT support technicians are skilled at diagnosing and resolving more challenging technical problems. They often deal with issues that require a deeper understanding of systems, software, and networks.
Hardware and Software Expertise: Level 2 support professionals are well-versed in both hardware and software troubleshooting. They may handle issues related to computer hardware, operating systems, software applications, and network configurations.
Remote Support: Level 2 support often provides remote assistance to end-users. They may use remote desktop tools to connect to users' computers and resolve issues remotely.
Customer Interaction: They interact directly with end-users or customers, so good communication and customer service skills are essential. They should be able to explain technical issues and solutions in a clear and understandable manner.
System Administration: In some organizations, Level 2 support may involve tasks related to system administration, such as creating and managing user accounts, setting up permissions, and configuring network resources.
Training and Mentoring: Level 2 support professionals may also be responsible for training and mentoring Level 1 technicians, helping them improve their technical skills.
Problem Resolution: They work towards resolving issues efficiently and in a timely manner to minimize downtime for end-users and maintain business productivity.
Collaboration: Level 2 support often collaborates with other IT teams, such as Level 3 (system administrators or network specialists) and may assist in the implementation of new technologies or systems.
Continuous Learning: The IT field is constantly evolving, and Level 2 support technicians need to stay updated with the latest technologies, trends, and best practices.