What Are The Levels Of IT Support? – A Complete Guide


level 1 support

Do you know the key to a successful business and maximum client retention in this vast and ever-evolving digital world? – Right, by providing excellent customer service. And how to achieve this?

Having professionals on hand to offer help when things go wrong is one of the most remarkable ways to ensure that. Experts in IT support can help companies with that. They are the ones who help clients with difficulties ranging from basic customer issues or minor troubles, such as connection or login difficulties, to larger and more complex technical issues that need more thorough analysis methods.

In this guide, we’ll explain different tiers of IT support and how they work together to maximize customer satisfaction and offer the best customer support.

What exactly are the levels of IT support?

Tiered IT support is the process of structuring a support center into several tiers for managing incoming support issues. A technical support team incorporates more than just the phone operator. It’s a procedure developed to address client concerns quickly. So, most technical support teams are set up in tiers.

Tiers refer to various support skill levels and the company’s quality of service to IT product users. Numbers generally denote tiers of IT technical support like tier 1, tier 2, etc. These tiers may have different names depending on the business size and level of competence

Most businesses have three levels of IT support, while some may have less or more depending on their IT support strategy.

IT support services

How can tiered support help your business?

Tech support levels can help your businesses in many ways, including the following:

  • Strategically responding to customer needs.

  • Quickly resolving minor or recurring basic customer issues during the first contact.

  • Providing opinions and ideas for further improvement.

  • Giving customers the tools they need to be independent and to facilitate the sales service.

  • Clarifying company norms and standards to improve employee training, retention, and upward mobility.

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Role of a tiered technical support team

Customers are more likely to be satisfied with a company that responds quickly, gives accurate information, is friendly and helpful, and doesn’t seem unconcerned about technical issues.

Due to the wide variation in the complexity of these concerns, a tiered help desk support infrastructure is required.

The IT support tier may bridge the gap between the theoretical side of customer service and the practical side of IT because technical support often contributes to a company’s entire customer service strategy. For small businesses, technical support may be provided by a single individual or by many departments and employees.

What are the different IT support tiers?

There are four levels of IT support, and each one increasingly demands more time and resources to provide excellent customer satisfaction service. The higher the level, the more abilities, and the knowledge base, the support staff members have.

IT Support levels graph
The different IT support levels.

Tier 1 Support

The first line of technical support is tier 1 technical support. The technical support staff must be prepared to address concerns since this is typically the customer’s first point of contact with the company.

Tier 1 technical support staff often get how-to questions from clients and resolve basic difficulties like password reset or basic customer issues. They also understand when assigning the case to a person on a higher tier is the best course of action.

Level 1 support works closely with clients to resolve issues promptly.

A tier 1 specialist’s first task is to acquire information about user problems and identify the issue by examining the symptoms and analyzing the underlying problem. The end user should provide as much information as possible at this stage.

After determining the issue’s root, the professional can evaluate potential solution options. This group’s technical support professionals may use knowledge of management technology when handling simple issues.

Tier 2 Support

The issue escalates to Tier 2 when a client’s concern is beyond the capacity of the Tier 1 team to handle it. As a result, the problems that IT support level 1 operators forwarded will be handled appropriately and with a much more informed perspective owing to the employees in this tier.

These are typically more knowledgeable technicians about the company’s hardware and software resources.

tier 2 support
The level 2 technicians must analyze the job or support ticket before beginning troubleshooting to determine what the tier 1 team has already executed.

The technicians must analyze the job or support ticket before beginning troubleshooting to decide what the tier 1 support team has already executed. With prior knowledge, the tech support team may set priorities for the troubleshooting procedure and effectively manage time. A tech support customer representative from this group must bring a problem to this support group if it is new and they cannot find a solution.

Tier 3 Support

The highest level of technical expertise in a business is typically found in Tier 3, which often consists of product engineers or developers. It is interchangeable with terms like level 3 technical support, three-layer support model, third-line support, backend support, high-end support, and other terms that refer to advanced skills and techniques for troubleshooting and analysis.

tier 3 support
The highest level of technical expertise in a business is typically found in Tier 3.

The experts involved in product development typically offer this support. They deal with complicated problems and oversee investigations to create solutions for new or unknown issues. To address the issue, they will gather as much information as possible from tier 1 and tier 2 personnel.

They often design, keep up with, and fix crucial components that make up the structural integrity of systems. They may even participate in developing new software and other remote-control tools for networks and code.

Tier 4 Support

This tier focuses exclusively on external technical support offered but not kept by the company. Tier 4 support is notified of complex issues or requests, and the company oversees implementation.

Therefore, this tier is not part of a company’s support staff. It is outside support for products or features supplied by the business but offered by a different party (a supplier or third-party service provider).

This tier only appears in circumstances with several vendors. For instance, if you’re an app developer and need help fixing a bug on a mobile OS level supplied by another company, you ask them for support.

The following table summarizes the main characteristics of each IT helpdesk service level:

FeaturesBasic DefinitionSkill LevelObjectivesStaffing Needs
Tier 1It’s the organization’s 1st line of defenseLowThis group aims to resolve 70% to 80% of user issues before raising the matter to a higher level.This staffing level may not always be capable of resolving complex problems.
Tier 2More advanced supportMediumTo offer in-depth technical support.Support staff members typically have two years of expertise in providing IT support. They Possess in-depth knowledge of the product or service and can handle sophisticated desktop issues and network problems.
Tier 3Expert supportHighExpert product and service support.They may be the inventors, principal architects, or engineers who developed the product or service. They’re generally the most qualified product specialists.
Tier 4External or third-party supportVariableOutside support for issues that the organization is unable to access.They are preferred suppliers and business partners who offer assistance and services for your company’s products.
The different IT support levels and their characteristics.

Inside each service level, the following issues are addressed:

Support LevelIssues Covered
Tier 1– User life-cycle management.
– Account unlocks.
– Password reset.
– Granting access rights.
– Endpoint management.
– Updating OS and drivers.
– Install and uninstall applications.
– Basic Microsoft 365 issues.
Tier 2– Follow-up tickets and prompt resolution of the relevant issue.
– Handle complex issues that a level 1 specialist is unable to resolve.
– Solve backend and network issues.
– Solve complex problems, including refunds and billing.
– Fixing difficult hardware or server problems.
Tier 3– Investigating high complexity and architectural challenges.
– Maintaining the server and resolving tickets.
– Documentation of support procedures.
– Troubleshooting problems that L2 support has escalated.
– Fixing or diagnosing bugs.
– Downtime or security issues.
Tier 4– Hardware issues caused by external parties.
– Maintenance of the equipment.
– Updating the firmware and resolving other security threats.
– Update code and fix bugs.
The different IT support levels and the issues they cover.

Benefits of IT help desk support tiers 

IT help desk support tiers can benefit your business in many ways. Some of the benefits are the following:

  • It makes sure that clients always have a person to talk to about problems, even for straightforward and simple problems.

  • Most regular problems are fixed on the first call.

  • Higher-skilled employees can concentrate on more complicated issues.

  • The IT help desk support has well-defined roles and responsibilities.

  • Because problems are fixed quickly and effectively, it improves the overall customer experience.

  • Ensuring that only the most complicated issues are raised to the highest level of support enables more effective use of resources.

The role of Tier 1 support in an organization

Any organization’s tier 1 support team serves as the first contact point for many organizations and customers who contact the company. They are responsible for responding to simple consumer questions and solving basic technical problems.

They will frequently be able to address the problem without taking it to a higher level. In other circumstances, they might need to escalate the issue to tier 2 or tier 3 support.

The role of Tier 2 support in an organization 

Any organization’s tier 2 support team’s role is to offer more thorough troubleshooting for problems that tier 1 help was unable to solve.

They occasionally have to escalate these problems to tier 3 support. They might also be able to fix the problem without turning to escalated action – sparing valuable resources. Tier 2 support personnel should make every effort to guarantee that each matter is addressed.

How can Wingman Solutions help you manage your organization’s IT help desk support?

IT support tiers are crucial in today’s business operations. It is vital to consider the demands, conditions, and staff strength specific to your business to create the ideal structure for your technical support. Therefore, at Wingman Solutions, we provide IT services tailored to your company’s unique requirements and objectives.

No matter what IT challenges your company confronts, you can feel secure knowing that Wingman Solutions provides you with expert service desks and line support.

We also offer access to various managed services, including solutions for outsourced helpdesk support Mississauga. So, whether you’re having trouble with a software application, a website, a computer, or a device, we have the expertise and resources to provide reliable, simple, quick solutions.

Frequently Asked Questions (FAQ)

What is technical support?

Services that the organizations offer to consumers of technology products or services are referred to as technical support. Technical support representatives typically offer help with tech-specific issues with a product or service.

What are the different levels of tech support?

A typical IT support infrastructure is often built around the following technical support tiers, with slight variations:

Tier 1 support

Tier 2 support

Tier 3 support

Tier 4 support

software support and IT repair service

What are the responsibilities of IT support?

The following are some typical responsibilities of the IT support team:

  • Being prompt in responding to callouts.

  • Identifying and fixing software or hardware issues.

  • Network and system monitoring for computers.

  • Recording support tickets submitted by customers and staff.

  • Examine data to find any trends or underlying issues.

 What are some examples of on-site IT services vs remote IT support?

Here are the differences between on-site IT services vs remote it support:

On-site IT services involve tasks requiring physical presence, such as hardware installation and repair, network cabling setup, and physical server management. Remote IT support, on the other hand, focuses on providing assistance from a distance, including helpdesk support, remote monitoring, cloud services administration, security management, and backup services. While on-site services handle hands-on work, remote support leverages technology for efficient issue resolution.


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