Service Desk Support L2 & L3
Solutions
In-depth Technical Support Ensures
Uptime and Productivity
Experienced and knowledgeable technicians assess issues and provide solutions for problems
that cannot be handled through Level 1 support.
Level 2 Support generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). Depending on the Help Desk organization, a Level 2 tech may either:
- Be limited to only solving known issues and escalate new issues to level 3; or
- Be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to resolve.
Typical issues handled within Level 2 and Level 3 include:
Exchange Server problems
- Mail not being received or delivered
- Not receiving e-mail from a particular account / customer
VIRTUAL MACHINE – HyperV and VMWare server problems
- Server not responsive
- Server performance issue
- Resource allocation problems
PHYSICAL SERVER
- Security and O/S patches
- Network connectivity problems
- Application not responsive
WAN/LAN
- Remote connection issues
- Establish SSL-VPN connection
- Connectivity issues / outages
- Wireless connection problems
VIRTUAL MACHINE – HyperV and VMWare server problems
- Server not responsive
- Server performance issue
- Resource allocation problems
PHYSICAL SERVER
- Security and O/S patches
- Network connectivity problems
- Application not responsive
WAN/LAN
- Remote connection issues
- Establish SSL-VPN connection
- Connectivity issues / outages
- Wireless connection problems
Technical Experience and Certifications:
- Microsoft Server Certified
- CompTIA A+ certified
- Dell Certified
- SKILLS – Server / LAN-WAN /
- Unitrends Certified
- VMWare Certified
- CCNA certified
- Network + certified
- CompTIA A+ certified
- SKILLS – Server / LAN-WAN / PC
- CCNA Certified
- Skills – LAN-WAN / PC
- Skills – Hardware repair / Printers / PC – laptop /IBM mid-range