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Understanding the Different Tiers of IT Help

By Nextrio on May 12th, 2017 Facebooktwittergoogle_plusredditlinkedinmailby feather

Most businesses will need help from an IT company at some point, but there are different tiers of help to look at. Depending on your problem you may need basic, technical, or even specialized support. Read on if you’d like some help understanding the different tiers of IT help.

Basic Support

The first tier of IT help is the basic support level. An employee who works at this level of IT support will usually have a general idea of the products and services that the company offers, but he or she may not have much more intimate knowledge. This level of support might make use of outsourcing, so the professional on the phone might not actually work for the company that you are calling about. Tier 1 employees aren’t always able to resolve the problem, so you might end up moving up the ladder if you can’t get your issue figured out.

Technical Support

Those who work in the second level of IT help tend to have a bit more technical knowledge than those on the first tier. How your second tier IT assistant handles your problem depends on its nature. If your problem is brand new, your professional will add it to the bug list. If it’s an existing problem, he or she will help you fix it.

Specialized Support

Tier three is the highest tier of IT support that many companies offer. Your third tier IT professional will collaborate with the employees at the first and second tiers to gather information. Then he or she will use specialized knowledge to analyze your situation and offer you the best solution to your problem.

If you need any kind of help from an IT company in Tucson, don’t wait to call Nextrio at (520) 545-7100. We will support you with the IT help you need to keep your business running strong. Check out our website for more on the services we can offer you.