technical support engineer

 IT support functions

IT support often assists customers with setup, maintenance, and troubleshooting. And they can provide both in-person technical support and assist customers remotely, usually by phone, chat, or email.

Certain IT support technicians may offer exclusive support services for certain technology products, such as software or hardware, or help users with generic IT problems. Some possible technical problems could be: the entry of a computer virus, data loss, faulty software and hardware programs, or Internet connection failures are problems.

Functions of a computer support team

Answer customer support inquiries

Software management and support tools

Delegate inquiries to the appropriate support channel

Diagnosing and solving customer problems technical support engineer

Be up-to-date on the company's products and services

What levels of technical support are there?

IT support is usually made up of different levels that help companies provide better support to their customers.

 The most common is that there are 3 levels of IT support , which work as a team to offer specialized solutions to IT problems. However, the exact number of levels within technical support depends on each company and its products or services.

We have covered each level in depth in different articles. But in general lines of technical support levels 1, 2 and 3 have the following characteristics: 

 1. Level 1 Support (L1 / T1)

The computer technician level 1 also called first line support , support front-end or help desk support . It is the initial level of support when technical problems arise and they are in charge of solving basic customer incidents .

When they receive a basic incident, specialists at the first level of support are in charge of gathering all the information and determining the root of the technical problem. Level One technicians are responsible for fixing 70% to 80% of problems before delegating the issue to a higher level.

On the other hand, the level of knowledge that a first-level support technician is basic and includes: formatting computers, installing software programs, resetting passwords, navigation assistance, etc.

They are usually able to provide an answer from a guide of frequently asked questions (FAQs).

Since the level of support and knowledge is fairly generic, it can be found in every industry and field out there, and is not necessarily limited to IT.

Read more: What does level 1 technical support (help desk) do?

2. Level Support (L2 / T2)

The support technician level 2 or support line 2 provides support in specialized areas of IT. Normally, this level has at least one year of experience at level 1 and this is generally composed among others by professionals specialized in software, communication networks and databases. They take care of tasks such as solving and diagnosing more complex problems that could not be solved at level 1.

Likewise, they work on the development of plans and technical solutions for internal IT needs.

When they are not able to solve the problems listed by level 1 support, they will be in charge of sending the ticket, with the information of what they have tried and have not solved the problem at support level 3.

Read more: Level 2 support in IT support

3. Level Support (L3 / T3)

The IT Technician level 3 also called back-end support or high-level support . It is the level in charge of solving problems whose solution requires the meticulous and specialized work of a technical team. The level includes vendors, hardware and software manufacturers, as well as external professionals.

These specialists have similar functions to second-level technicians. Since they also take care of tasks such as problem solving and diagnosis, and provide support to lower levels.

Like L2 support, third-level support is also actively working on the development of new and advanced IT solutions.

Read more: The level 3 support workplace