Tech Support

As many organisations transition to working online, there is a growing demand for human and technical support to ensure the smooth operation of services. Technical support engineers help maintain, manage and repair IT systems. ZTG tech support manage, maintain and fix IT systems both online and offline. They perform fault diagnosis and repair, hardware and software installation, network troubleshooting and software configuration.

Types Of Tech Support

Outsourced tech support

With the increasing use of technology in current times, the demand for technical support is growing. To help with finances, many companies establish their tech support units or call centres in low-cost countries. There is also an increase in the number of companies that provide outsourced tech support. These companies are commonly referred to as managed service providers. For many companies, using outsourced tech support allows them to offer technical support and maintain a high level of service availability. Companies can experience problems with managing call volume throughout the day, which can increase during times of new product launches or maintenance services. To maintain productivity, businesses that require technical support resources can outsource these needs, so their company employees can concentrate on other tasks. It also allows them to employ specialists whose technical expertise may surpass the company’s expectations, giving their employees access to a higher quality of tech support.

Multi-level tech support

To provide better service to a business or user base, there can be multiple levels of technical support. How many levels a company uses depends on its unique requirements and its capacity to serve its users. To provide the best possible service, a multi-level support system is often more helpful than a single support level. The success of organisational structure depends on the staff’s knowledge of their duties and commitments, their user response time and knowing when and how to escalate an issue. A three-level tech support system is generally considered to be the standard support structure.

Tier I support

Tier I specialists gather customer information and analyse product symptoms to determine the problem. When analysing symptoms, it is important for the technicians to know the customer’s requirements, so they can address the right issue and save time. After problem identification, the technician can find possible solutions. A tier I technician usually addresses simple problems using a knowledge management tool. This includes checking for physical layer issues, fixing user ID and password issues, installing and uninstalling simple software and checking software and hardware setup.

Tier II support

Because tier II technicians have more experience and expertise with the product or service, they offer more comprehensive technical support than level 1 and typically command a higher salary. Tier II support is interchangeable with terms like support line 2, administrative level support, level 2 support and several other terms referring to more sophisticated technical methods for analysis and troubleshooting. Tier II technicians help tier I personnel resolve simple technical issues and also investigate complex problems by confirming their validity and looking for available solutions.

Tier III support

In a three-tiered technical support system, tier III is the top level of assistance, resolving the most complex issues. It is interchangeable with terms like third-line support, level 3 support, support line 3, back-end support and other terms that refer to expert-level analysis and troubleshooting techniques. These technicians have expertise in particular areas and help tier I and tier II technicians investigate and devise solutions to unknown or unidentified problems.

Tier IV support

Sometimes a problem can be so complex that the product requires replacement. Tier III technicians typically forward such complex issues to the product developers for detailed analysis. When a problem is solvable, this group creates and develops more than one course of action, testing each in a trial setting and executing the best possible solution. Tier IV usually designates an escalation point outside the organisation, though this requirement is rare. A hardware or software agent typically provides tier IV support.