The end-user's technical requirement encompasses a gamut of queries. They range from assistance in handling simple problems or generic 'how to' questions. All these queries are addressed by a Tier 1 technician. Most Tier 1 issues are generic or FAQS, which are answered either through the knowledge base of support system or in other forms to the support executive.
The process followed is thus. The IceNet technical support executive will understand the problem, confirm whether the configuration set up is defined or not and then diagnose to isolate the technical difficulties.
At IceNet, we emphasis on high level of training to answer and attend to any queries from our end users. To this effect, our Level 1 engineers are imparted training on customer interaction. This enables them to decipher the problem, diagnose and then provide solutions to tackle the problems.