We experience many of the problems with our Tier 1 team that others have mentioned here and for many of the same reasons. As a service provider we support everything from the physical all the way up through the application in many cases so the problems we encounter cover a wide range which makes providing "scripts" difficult. For tickets opened by our monitoring system anything aide from very basic problem get passed directly on to the Tier 2 guys. Our Tier 1 guys are not system admins so figuring out how to better leverage them and have them able to help with and/or resolve issues has been a struggle.
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