Other names for Level 1 Support
- Front-end support.
- Initial support.
- Frontline assistance.
Objectives
- Know the incident and execute the following steps:
- Gather all the information related to the problem
- Analyze the data
- determine the problem
- Define the cause/origin of the problem
- Solve the problem
- If you cannot resolve the issue, you must determine which level can resolve it based on the complexity.
Principal functions
Problems that are easy to solve and are mainly related to:
- Communication and network problems
- Wiring problems
- Resolution of incidents related to users and passwords.
- Installing or reinstalling software.
- Software and hardware configurations.
- Solution to queries or incidents remotely.
Skills you must have
General computer knowledge. TCP/IP, Ethernet, WiFi