One of the benefits of being with Lourdes IT, is our ability to be able to employ technicians with different level of abilities. We categorise our positions within the team via skill levels. Technicians will escalate issues to 2nd and 3rd line when required.
- 1st line are our hands on support team, they complete onsite tickets, and work with our 2nd line to resolve more complex issues. They are used to working in schools and have a broad knowledge of all our equipment and features and are able to give fast, friendly support.
- 2nd line are our more experienced technicians, who have a deeper level of knowledge of the servers and networks in order to resolve more complex issues. They are centrally based to resolve as many issues as possible remotely.
- 3rd line support are normally busy working behind the scenes to keep the networks working, they commonly resolve issues affecting multiple users because of issues on our servers or global settings.