The objective of Infrastructure support is to monitor critical servers/applications, identify and resolve the root cause of a problem and prevention of incidents and to return the service to normal level as soon as possible, with smallest possible business impact. With the increasing use of technology in modern times, there is a growing requirement to provide technical support.
IT Action provides levels – based 24/7 support to clients depending on their business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users.
The reason for providing a multi-level support system instead of one general support group is to provide the best possible service in the most efficient possible manner.
These clients typically have one or more servers on a network and require a higher level of technical expertise for server maintenance. Technicians can also provide onsite installation of new desktops, laptops, printers and software in a networked environment. Members of the Level 2 support team will also assist on issues escalated beyond the Level 1 support team.
At Level 3 the support technicians are typically engineers that work on more complex problems and are highly focused in a particular area of development. They will focus on 99% up-time for networked IT Infrastructure of any scale.
While level 4 is not used universally, it often represents an escalation point beyond the capabilities of IT Action. The resolution to incidents at level 4 requires close interaction with software and hardware vendor and other third parties involved along with the technical expertise being rendered by the support-engineers.