What two roles or tasks are associated with level two technician?

As with level-one technicians, call centers sometimes have different names for level-two technicians. These technicians may be known as product specialists or technical-support personnel. The level-two technician's responsibilities generally are the same from one call center to the next.

The level-two technician is usually more knowledgeable than the level-one technician about technology, or has been working for the company for a longer period of time. When a problem cannot be resolved within ten minutes, the level-one technician prepares an escalated work order. The level-two technician receives the escalated work order with the description of the problem. That person then calls the customer back to ask additional questions and resolve the problem.

The following list of guidelines details when to escalate a problem to a more experienced technician. These are generic guidelines; you should follow your company's business policy for problem escalation.

■ Escalate problems that require opening the computer case.

■ Escalate problems that require installing applications, operating systems, or drivers.

■ Escalate problems that will take a long time to walk a customer through, such as Configuration Memory Operating System (CMOS) changes.

■ Escalate "down" calls. The entire network is down, and a more experienced tech may be able to resolve the issue faster.

Problems that require opening the computer case need a level-two technician. Level-two technicians can also use remote diagnostic software to connect to the customer's computer to update drivers and software, access the operating system, check the BIOS, and gather other diagnostic information to solve the problem.

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Sep 11, 2020 Last Updated: Feb 27, 2022

Question:
What two roles or tasks are associated with level two technicians? (Choose two.)

escalating a trouble ticket to a higher level technician
gathering customer information to initiate a work order
remotely updating drivers and software on customer computers
gathering diagnostic information from a customer computer
prioritizing incoming calls according to their severity

Explanation: Level two technicians are primarily tasked with receiving and working on escalated work orders. Their tasks involve using remote access software to connect to the computer of a customer to perform maintenance and fixes.

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