Are you a certified, awesome IT tech that speaks ENGLISH (not just Nerd), believes in delivering the VERY BEST IN CUSTOMER SERVICE, and love to help others? If so, you've come to the right place!
Tier 1 Technicians (Nerds)
The role of Tier 1 Support is to provide the first line of support to end users on a variety of technical issues. Identifies, researches, and resolves technical problems. These specialists solve basic consumer issues and have a general understanding of the product and services. They gather customer information, analyze symptoms and determine the basic problem(s). They solve about 80 percent of user problems, including such issues as:
Tier 2 Technicians (Super Nerds)
The role of Tier 2 Support is to provide the second line of support to end users on a variety of technical issues. Identifies, researches, and resolves technical problems. These specialists have more experience and knowledge and can assist Level 1 specialists with basic technical problems. They investigate the issues raised and check for known solutions to complex issues. They also review work orders to determine the extent of Level 1 support already given and how long Level 1 specialists have been working with the customer. This permits them to manage their time effectively. If a solution is not determined, the issue is raised to the next level.
Tier 3 Technicians (Super Duper Nerds)
The role of Tier 3 Support is to provide the third line of support to end users on a variety of technical issues. Identifies, researches, and resolves technical problems. These specialists handles the most difficult problems and are experts in their field, sometimes assisting both level 1 and level 2 specialists. They also research and develop solutions for new or unknown issues.
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