IT_Support_Service_Level_3_Presentation.pptx

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1. IT Support Service Level 3 An overview of professional technical support and troubleshooting at Level 3. Prepared for: Students Presented by: Shuvojeet Biswas

2. Introduction to IT Support • IT Support provides assistance for computer systems, networks, and software. • There are typically three support levels: Level 1 (basic), Level 2 (intermediate), and Level 3 (advanced).

3. What is Level 3 Support? • Level 3 (L3) is the highest tier of technical support. • It involves expert analysis, advanced troubleshooting, and root cause resolution. • L3 technicians often work with developers or system architects.

4. Key Responsibilities • Diagnose complex technical issues. • Analyze logs and perform advanced troubleshooting. • Collaborate with software engineers for permanent fixes. • Provide documentation and improvement recommendations.

5. Skills Required • Strong knowledge of networking and operating systems. • Expertise in hardware/software diagnostics. • Scripting or programming familiarity. • Analytical and communication skills.

6. Tools and Technologies • Remote access tools (e.g., TeamViewer, AnyDesk) • Monitoring systems (e.g., Nagios, SolarWinds) • Ticketing tools (e.g., Jira, ServiceNow) • System logs, command-line tools, and debugging utilities.

7. Incident Management Process 1. Identify and log the issue. 2. Investigate and analyze root cause. 3. Develop and test solutions. 4. Implement permanent fix. 5. Document and review the case.

8. Difference Between Levels 1, 2, and 3 • Level 1: Basic user issues, password resets. • Level 2: More technical problems, network troubleshooting. • Level 3: Complex root cause analysis, software/hardware design fixes.

9. Career Opportunities • Senior IT Support Specialist • System Administrator • Network Engineer • Technical Consultant • IT Manager

10. Conclusion • Level 3 IT Support plays a critical role in maintaining system reliability. • It requires deep technical expertise and problem-solving skills. • Continuous learning and certification enhance career growth.