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The Role of technical support

Technical support supports customers who are experiencing problems with the products or services they have purchased. They may help these customers to work through their issues and resolve them as quickly as possible. They may also provide advice on using the products or services.

IT support, help desk, or service desk is also known as technical support. Technical support usually focuses on assisting with a particular user issue or concern, in comparison to conventional training.

For small businesses in Ottawa, technical support may consist of a single employee or may involve several divisions and staff. A big organisation such as Symple Solutions, for example, also has an internal Ottawa IT support team that supports workers when coping with a technical problem, but an external support team helps clients and device users. Depending on the service level or tier, technical support can be provided in a number of ways.

IT support levels (tiers)

IT Technical Support Levels

  • Tier 1: support for new features and bug fixes
  • Tier 2: providing help in using the product
  • Tier 3: advanced technical support
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Level 1: Basic support

This level of support provides customers with assistance in using the product or service and resolving common problems. It may include providing step-by-step instructions, providing troubleshooting tips, and answering basic questions about the product or service.

Tier 1 support is for new features and bug fixes. This might include helping customers to set up or use the product, providing step-by-step instructions, or resolving simple problems.


Level 2: Advanced support

This level of support provides additional help to customers who are experiencing more complex issues with their products or services. They may be able to guide these customers through customizing their use of the product or service, resolving specific

Level 2 technical support provides help using the product. They can offer advice on how to use features, provide Crisis Support (24/7), help with software updates and troubleshooting assistance for more complex issues.


Level 3 technical support is for more advanced users who need more assistance with using the product or service. They may be able to provide customized instructions, help resolving specific issues, and troubleshooting for more complex problems.

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Some customers might only need Level 1 support while others might need Levels 2 and 3 support.

Outsourcing technical support

benefits of outsourcing it support services in ottawa

There are many outsourcing companies in Ottawa that provide technical support. This type of service generally falls into one of the following categories:

– Ottawa Customer support

Ottawa Technical support

– Accounting and finance support

– Maintenance and repair services

– Remote access and monitoring services

Level 1 Support – This is for new features or bug fixes. It includes providing step by step instructions, resolving simple problems, or helping customers to set up or use the product.

Customer Service Representatives (CSRs)- These are the people who answer customer questions on the phone, in chat rooms, and through social media channels. They are usually responsible for handling all types of inquiries from new customers to current subscribers.

Solutions Architects- Solutions architects design integrated software systems and help customers to use those systems. They also provide guidance on how to improve the product or service.

System Administrators (Sys admins)- Sys administrators are responsible for maintaining and troubleshooting computer networks. They might be able to resolve simple problems, recommend solutions, or offer support for more complex issues.

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Tiered technical support Trends

Trends we are seeing frequently in tiered technical support include:

Automation and orchestration. 

Automating and orchestrating as much of technical support as possible increases efficiency and availability while reducing incident queues.

Self-service & knowledge management. If information is easily accessible in Tier 0, customers can quickly find solutions without IT help, saving higher skilled resources for creating new solutions and troubleshooting difficult problems.

This combines two practices that are here to stay:

  • self-service portals and knowledge management.
  • Live chats (not pre-scripted).

At higher tiers, live chats continue to replace a significant portion of phone calls.

Offering a live chat option to your customers may prompt them to seek help more quickly, which can promote the positive customer experience.

Of course, as users of any product become savvier, your help desk agents need to keep up—both with your own product as well as with your competitors.

With comprehensive internet access, knowledge is the baseline; today, it is personalized help and customer service that become the medium for positive experiences.