$17 /hr to $11 /hr
Tier 1 serves as the first line of contact for clients and handles the majority of basic support issues. The goal is to resolve issues using a predefined set of instructions or escalate them to the next tier if necessary.
This can typically be the starting point for MSPs to start outsourcing to MSP Scalerz, and then expand their collaboration with MSP Scalerz.
- Basic Issue Resolution: Handling straightforward problems like password resets, user account lockouts, and software installations.
- Initial Diagnosis: Identifying the nature of incoming queries and determining if the issue can be quickly resolved or needs further investigation.
- Ticket Routing: Logging all client interactions and ensuring that unresolved issues are forwarded to the appropriate Tier 2 support personnel with relevant details.
- User Guidance: Providing help with navigation, configuration, and usage of software and hardware.
- Monitoring Alerts: Responding to system-generated alerts about potential issues before they affect users.
