Editing Technical support (section)

===L1 Support===
Tier I (or Level 1, abbreviated as T1 or L1) is the first technical support level. The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.<ref name = walker/> When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."<ref name = walker/>

Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool."<ref name="windley">{{cite news | author= Windley, Phillip J. | title= Delivering High Availability Services Using a Multi-Tiered Support Model | year = 2002 | work=Windley's Technometria | url=http://www.windley.com/docs/Tiered%20Support.pdf | access-date = 2008-05-03}}</ref> This includes troubleshooting methods such as verifying [[physical layer]] issues, resolving username and password problems, uninstalling/reinstalling basic [[software applications]], verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.<ref name="kajko">{{cite journal | author = Kajko-Mattsson, Mira | title=Problems within front-end support| journal=[[Journal of Software Maintenance and Evolution: Research and Practice]]| volume=16| issue=4/5|date=July–October 2004| pages=309–329 | doi=10.1002/smr.298| s2cid=385778}}</ref> Nevertheless, the goal for this group is to handle 70–80% of the user problems before finding it necessary to escalate the issue to a higher level.<ref name="kajko" />