In Level-1 we provides basic support and troubleshooting, such as password resets, email account creation, installation of CMS packages like WordPress, Joomla etc, server configurations that can be done from control panels, fixing issues that are already documented, ticket routing and escalation to Level-2 and Level-3 support. Level-1 technicians have experience of less than 1 year in server administration industry.
Level-2 technicians generally handle general server installations, configuration issues, intermediate-level troubleshooting of mail servers, web servers, CMS packages of WordPress, Joomla etc, and account migrations. Level-2 handle escalated issues that Level-1 support is not equipped to handle. Level-2 technicians have experience of 1 to 2 years in server administration industry.
Level-3 handles advanced troubleshooting, configuration, database administration, and software fix for server, network settings, email, file shares, and other server issues. Any new problems are escalated and managed by a Level-3 technician. Also, If any issue cannot be fixed by Level 2 technicians, it is escalated and solved by Level-3 technicians. Level-3 technicians have experience of more than 3 years.
The following tasks are considered under Level 3.
1. Spamming issues
2. Hacking issues
3. Installation and configuration of complicated applications
4. Optimization tasks
5. Server setup
6. Migration tasks that will take lots of time