IT Technician L1-L2

What you'll learn

Installing and configuring new hardware and software
Inspecting computer hardware to ensure functionality and repairing or replacing items as needed
Monitoring the performance of networking equipment and servers to ensure efficiency and prevent downtimes
Equip students with foundational knowledge and practical skills in computer hardware, software, troubleshootin

Requirements

All level

Description

Tier 1 support (L1)What is a level 1 help desk?Level 1 help desk, or tier 1 support, is the first level in which customers or users can make direct contact with a live person to solve their problems. The goal of effective L1 support is to quickly resolve a user issue, both for a better user experience and to keep costs down. If a tier 1 support representative is unable to resolve the issue, they need to be able to smoothly escalate it to a higher tier.What does level 1 support mean?L1 provides support for basic customer issues that need IT involvement, such as solving usage problems and fulfilling service desk requests. If no solution is available, tier 1 personnel escalate incidents to a higher tier.Tier 2 support (L2)What is a level 2 help desk?Tier 2, also called level 2 support, engages L2 staff with a higher level of expertise and deeper knowledge of apps, systems, and issues. Tier 2 support involves in-depth troubleshooting and time-intensive problem-solving or more complex issues that are less common.What does level 2 support mean?Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 2 support escalates the incident to tier 3.

Who this course is for

Individuals seeking to enter or advance their careers in technical support roles within the IT industry.
Individuals in employment
Unemployed youth
Those with ITIL Foundation knowledge
Homepage:

https://www.udemy.com/course/it-technician-l1-l2-from-scratch-comptia-a/

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