For end-users who experience challenges or problems that even the most efficient first line technical support is unable to quickly resolve, second line technical support offers an advanced level of technical support. A higher or deeper level of skill sets are required by the technicians at 2nd level, who are able to troubleshoot and address more complicated problems with their deeper understanding of the systems being supported. Using specialized tools and resources such as in-depth diagnostic tools may also be a part of second line support.
Examples of second line support, also known as 2nd tier and level 2 support, are software and cloud development support, database support, support of hardware and networks along with a client’s own bespoke software, publishing tools, dashboards, and tool-sets.
From analyzing and resolving issues with AWS/Azure/GCP, proactive remote monitoring, management and optimization of systems, resetting systems, and handing off lower level support to third level support and vendors, second line support encompasses myriad systems, processes, and skill-sets.
ESG provides expert dedicated and bureau second line support, trained in the very specific client systems, channels, software and tools with cost-savings whilst exceeding in-house or incumbent service desk providers.