Interview question Network Problem Solutions and 3rd level user support

Hi there

I got this question as a written interview and I have to submit the answer very soon. Is there anyone who can explain in detail. Thanks

What do you think are the key elements in providing network problem solutions and 3rd level user support across various project teams?
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Paul SauvéRetiredCommented:
The levels of technical support correspond to the complexity of the problem to be solved.

Generally, Levels 1 and 2 can be sorted out with a phone call to the user (level 1 being simpler than level 2 problems). Resolution of level 3 problems are generally more complex and require direct intervention by either a visit or using remote access to the problem PC .

Discussion: Level 1, Level 2, Level 3 - What does support levels mean?:
The levels are designed to group support personnel based on their abilities and subsequently pay. Level 1 support are your phone and email ticket responders. They're the first responders and least skilled of the bunch. Level II support are expected to handle basic system administration tasks and coordinate with level I support operators to resolve customer issues. Level III is a spillover group that covers the staff trained to resolve the problems which cannot be handled by Level II support personnel. Staff in the Level III classification are generally expected to have a solid working knowledge of the companies systems and software and use that skill base in conjunction with innate problem solving skills. Level III support personnel are the last resort when confronting complex customer issues.

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SmukhtarAuthor Commented:
Thanks for your comment Paul

Can anybody please comment on key elements in providing network problem Solutions. Thanks
Paul SauvéRetiredCommented:
Really, unless you can describe the exact nature of the network (hardware, software, network topography, number of users, etc.) it will be very difficult to provide a precise answer!

Answer EDITed...
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