The Business I work for has now hired several people we are trying to start a tier level support Tier one two and so on. I am trying to present to staff how to accomplish this and am having trouble figuring out what each tier's responsibilities are and am looking for any guidance in this area you can give. I know this is a very vague question but I just need ideas. I am thinking about even the training side of it and proposing that each person pursue certification according to there levels. This should provide individual growth and something for each IT individual to strive for. Problem is I am having troiuble putting my thoughts into words and showing what each individual would be able to access and so on. any help in this is much appreciated should be some easy points for you.