Joined: 04 Dec 2008 Posts: 11 Location: Bangalore,India
Can any body explain in detail what is Level1 Support ?
My Understanding is, L1 support is Initial Support level responsible for customer issues. And the basic job of a L1 technician is to detremine customer issues by careful analysis of the symptoms and figure out the underlying problem. L1 support has general understanding of application and may not be capable of performing complex tasks. The objective of L1 Support is to handle 70%-80% of customer issues before finding it to escalate to the next higher level.