What is a reason to escalate a problem from a level one technician to a level two technician?

Last Updated on March 23, 2021 by Admin

What is a reason to escalate a problem from a level one technician to a level two technician?

  • when the equipment needs to be rebooted
  • when drivers, applications, or operating systems need to be installed
  • when the screen resolution of a customer PC needs to be adjusted
  • when a peripheral device needs to be replaced
    Explanation:

    A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician.

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