I'm an applications consultant, but I don't know what "Level 2 support" is. Help!?
Question: I'm thinking they're talking about different escalations of help desk tickets, but what are the levels?
Answer:
As a consultant you're knowledge of the problem would (should) probably be more than level 2 support.
Help desk support is somewhat annoying when you start with level 1 support and have to go through the whole issue with them and still haven't gotten anywhere because you've already done all that before calling.
As a consultant and while being a tech, I've wasted many hours on the phone with support tech's that knew much less than I. Many times they only know how to follow the manual in order to deal with the most common user problems at level 1. At level 2, they usually have some real working knowledge and experience as a tech.
Level Two normally refers to the group the level 1 help desk go to. If the help desk are unable to fix a problem they go to level two support.
level 2 is some one who knows more than the people at level 1.I never understand why when you go to your server or an item you bought and are having trouble with they send you to level 1 before you get to talk to someone that can do the job the first time.
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