Editing Technical support (section)

===L2 Support===
Tier II (or Level 2, abbreviated as '''T2''' or '''L2''') is a more in-depth technical support level than Tier I and therefore costs more as the technicians are more experienced and knowledgeable on a particular product or service. It is synonymous with '''level 2 support''', '''support line 2''', '''administrative level support''', and various other headings denoting advanced technical [[troubleshooting]] and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.<ref name=kajko/> However, prior to the [[troubleshooting]] process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage their time.<ref name = walker/>

If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for elevating this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to, onsite installations or replacement of various hardware components, software repair, diagnostic testing, or the utilization of remote control tools to take over the user's machine for the sole purpose of troubleshooting and finding a solution to the problem.<ref name="walker" /><ref name="nelson">{{cite journal | author = Leung, Nelson K. Y. |author2=Lau, Sim Kim | title=Information Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries| journal=Journal of Computer Information Systems | volume=47| issue=4|date=Summer 2007| pages=70–81}}</ref>