$26 /hr to $17 /hr
Tier 2 deals with more complicated issues that Tier 1 support staff are unable to resolve. This tier requires technical expertise to address problems that often involve system and network troubleshooting and configuration issues.
Here are some indicative services that fall into the t2 tier, which MSPs can outsource to MSP Scalerz.
- In-Depth Technical Support: Resolving complex software issues, network outages, and configuration problems that require a deeper understanding of the systems involved.
- Escalation Support: Taking over problems that Tier 1 was unable to solve and applying advanced diagnostic tools and methods.
- System Repairs: Addressing issues that may involve adjusting or reconfiguring network equipment or software applications.
- User Administration: Managing more complex user issues like setting up new accounts in a way that involves multiple permissions across platforms or addressing security permissions.
- Follow-Ups: Ensuring that issues are fully resolved and conducting follow-ups with users to confirm solution effectiveness.
