Our Tier 2 support handles escalated issues that Tier 1 support is not equipped to handle. Our Tier 2 support is offered by technicians who are more experienced and can handle more complex issues, like network support or software troubleshooting issues... this is generally reserved for desktop, laptop, and other user device support, and includes break / fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating services, where available or contracted for).
If a given issue is one our Tier 2 techs have not seen before, the technicians may be able to find a solution or workaround in a database, and are then authorized to research and implement fixes for issues. If not, our Tier 2 technicians can sometimes attempt to research and implement a solution on their own, and are authorized to research and implement fixes for new issues. Our Tier 2 techs may also share work with Tier 3, or choose to escalate the issue to Tier 3, if it is out of their skill set or ability to solve.
Tier 2 support typically runs 24 hours a day (when / where possible), and when under contract; is billed at $ 60 / hour.