Admins are usually charged with installing, supporting, and maintaining servers or other computer systems, and planning for and responding to service outages and other problems. Other duties may include scripting or light programming, project management for systems-related projects.
Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
Level 2 support handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating services
Tier III (or Level 3 is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems.
Software and Service sales