January 2025
Intermediate to advanced
341 pages
9h 21m
English
book
Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide
by Mark Smith, David Bayne, John Pickard
Content preview from Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide
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Appendix D
Memory Tables Answer Key
Chapter 1
Table 1-2 The Five Tiers of IT Support
IT Support Level |
Function |
Description |
|---|---|---|
Tier 0 |
Self-help and self-support by the user |
Using information from the web, FAQs, blogs, manuals, apps, and so on, users attempt to resolve simple issues themselves. If users cannot resolve their issues, they submit a request to the help desk for support. |
Tier 1 |
Basic help desk resolution and service |
Tier 1 technicians are trained to solve known problems and to follow scripts for fulfilling service requests. They escalate issues they cannot resolve to Tier 2 technicians. |
Tier 2 |
In-depth technical support |
Tier 2 technicians have deep product knowledge. They handle problems beyond the scope of Tier 1 technicians. ... |