Job roles in IT technical support and management

Technical support is a service that supports who?

• Users of internet only

• Users of technology products or services

• People working in IT company

• None of the above

Technical support is also known as IT support, help desk, or what?

• Technical help

• Network desk

• Service desk

• Technical assistance

What two types of support teams do companies have? (Select 2)

• Internal IT support team

• Networking specialist

• Desktop technicians

• External-facing support team

Technical support can be delivered in a variety of ways including email?

• True

• False

What does IT support levels or tiers refer to?

• The way IT support is structured in an organization

• The way IT support teams are paid

• The way IT support is trained

• None of the above

'Tier 0' IT support level consist of which of these functions?

• Personnel responding to requests received through email, web sites, or social media

• Self-help and user-retrieved information

• All of the above

What Tier of support do IT personnel respond to requests received through email, web sites, or social media

• Tier 0

• Tier 1

• Tier 2

• Tier 6

Tier 2 support is required to provide In-depth technical support

• True

• False

If no solution is available, tier 2 support escalates the incident to what tier?

• Tier 0

• Tier 1

• Tier 2

• Tier 3

What level of support has specialists that are generally the most highly skilled product specialists?

• Tier 1

• Tier 0

• Tier 3

• Tier 2