What happens when one questions or emails a company because you have an issue with something technical, for example a flawed phone battery, faulty printers or something far more concerning like a company’s computer or phone system. Firstly, a submission of an online ticket is required, then an email to a helpdesk or customer support line of address. The fundamental step is getting connected to first line support. Here, the person in charge is bound to have only limited IT knowledge and they also just end up reading off of some pre-determined scripts. One has to tediously state out details about the problem. Hereby, some simple and standard fixes rate asked to be applied like switching on and off a device to see if it starts working well again. However, if the issue is not resolved at this step, they assist the customer to the second-line support. This is indefinite as the second-line support may take too long to connect with the customer.
While the customer is connected to the second-line support, one can know that they are being guided with slightly more specific knowledge. In this case, one may be able to get some advanced technical guidance. They might visit the customer in person at times, but they stay remote, trying to establish the cause of the problem with the devices. The problem is either fixed or escalated to the third-line support.
The so-called third-line support is the ideal line that makes sure that the stated issue gets solved. They are more scientifically trained, qualified, and knowledgeable. The probability of the issue being solved is assured, whatsoever the issue may be. They also do on-site visits. This is the pinnacle of tech support for the vast majority of customers. The third-line support deals with outlier cases that levels pre-support to second-line could not handle, which means that third line tech support is likely to be managed by a designated super user, or even a specialist from your Research and Development department.
The third-line support team will effectively manage and identify assigned incidents that may have escalated. These incidents will cover issues which require investigation and immediate resolution. Most of the time a highly specialised individual or team is placed for onsite contact with job titles such as Network Specialist, Server Specialist/Engineer, etc.
When something has gone wrong with a company’s systems, it can have the potential to cost its business, money and valuable hours. There is need for reassurance that the customer is in the most capable and reliable hands. The third-line support helps the customer feel confident their talking to experts. Access to the peak technical resources offered for problem resolution or new feature creation. Third-line support technicians endeavour to duplicate problems and define core causes, using product designs, code, or specifications. These specialists are commonly the most experienced product specialists, and may include the creators, primary architects, or engineers who may have created the product or service.
Often, the knowledge required at this level goes far beyond looking at a resolution process. Specialist knowledge is almost always needed, with IT engineers concentrating on different systems and hardware such as Linux and Cisco. They will have a deep reciprocity of IT knowledge, abilities and familiarity. However, they usually rely on the first-line and second-line support professionals for more general expertise. In most establishments, third-line support is the go-to team for a meticulous system, hardware, database, server network and infrastructure.
Their main role includes executing assigned technical maintenance activities. They provide technical input into resolver groups and service management reports. They also stipulate technical input into service capacity management. They are required to highlight potential service improvements to the fourth-line support team. The third-line support technically supports as an ad-hoc for requirements from support and delivery teams. They are required to have excellent communication skills which would be required majorly as a part of their job as well as having to ensure that all occurrences are updated in a regular, accurate and timely manner. The team must escalate the issue to the next level as and when required. The experts are required to perform systems administration activities such as performance tuning and data management. They also carry out monitoring and reviewing quality of services. Creation, update and maintenance of the technical knowledge base and documentation is upon the head of the third-line support team. They give technical support and mentoring to other members of the team. They operate within agreed security frameworks and maintain technical qualifications and skill sets. These professionals often lead, typically working with technology manager, external vendors and IT companies and other long-standing technology ventures.
One must note that, the third-line support team has the same responsibility as the second-line support team in appraising the work order and assessing the time that has already been spent with the customer so that the work is prioritised. Therefore, Time management is sufficiently utilised. If it is at all possible, the technician will work to solve the setback with the customer as it may become obvious that the support line one and two technicians merely failed to determine the appropriate solution.
Upon facing new problems, however, third-line support recruits must first define whether or not to resolve the problem and may require the customer’s contact information so that the specialist can have adequate time to troubleshoot the matter and find a solution. It is typical for a developer or someone who identifies the code or backend of the product, to be the third-line support person. This third-line support team can analyse the code and data using information from first- and second-line support.
In some cases, an issue may be so challenging to the point where the product cannot be re-claimed and must be replaced. Extreme problems are also sent to the original designers for in-depth analysis. If it is determined that a problem can be solved, this group is accountable for designing and developing one or more courses of action, evaluating every one of these courses in a test case situation, and implementing the best solution to the problem. Once the solution is verified, it is conveyed to the customer and made accessible for future troubleshooting and analysis.