?
Solved

L3 support

Posted on 2008-10-24
1
Medium Priority
?
1,338 Views
Last Modified: 2013-12-23
Any idea whats the works for the L3 support enginer in the web hosting company will be.( Network + Linux)

0
Comment
Question by:linuxraja
1 Comment
 
LVL 6

Accepted Solution

by:
msklizmantas earned 1500 total points
ID: 22794410
hi,

it really depends on the hosting company, but generally it is something like that:

level 1 support - directly interfaces with customers, solves their issues with account management, helps with easy tasks, replies to questions on what is supported by the hosting company, what packages are available, etc. Minimal (if at all) touching of the system. If level 1 support cannot solve the issue it goes to level 2.

level 2 support - are more experienced guys, who can fix problems if they occur on hosting platforms - they maintain them. For example they can install packages for customers, configure software according needs of the customer or advice about system performance. Rarely they contact the customer directly.

level 3 support in hosting environment usual make more strategic decisions on how to implement network configuration, how to automate deployment of systems, general configurations, they are evaluating which software to use to achieve goals (for example which mail system solution to use), responsible for security practices and interfacing with vendors in case of bugs. They also help level 2 support with sophisticated configuration issues, performance monitoring/tuning, etc. Usually systems are deployed by level 3 support engineers.

There are many possible ways of how companies work, depending on the size of them, what solutions are offered and what is the level of customer experience, so you must not take this as perfect setup.

If something is not clear or you have more questions - please let me know.

m
0

Featured Post

Industry Leaders: We Want Your Opinion!

We value your feedback.

Take our survey and automatically be enter to win anyone of the following:
Yeti Cooler, Amazon eGift Card, and Movie eGift Card!

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

As we talk to multiple clients across the globe, one common discussion thread seems to be that DevOps for one company, may not necessarily be the same as for another company.
With more and more companies allowing their employees to work remotely, it begs the question: What are some of the security risks involved with remote employees and what actions should we take to secure them?
Sending a Secure fax is easy with eFax Corporate (http://www.enterprise.efax.com). First, just open a new email message. In the To field, type your recipient's fax number @efaxsend.com. You can even send a secure international fax — just include t…
Introduction to Processes

621 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question