In some large organizations, it seems that a common role of Tier 1 support staff is a call center based, customer service oriented group of people. Tier 2 staff members often take a more hands-on, in-depth stab at problems.
For instance, my ISP at home maintains a local support staff for general troubleshooting, but directs more specific, technical questions across the country to California.
Are these distinctions true in your organization? Do you have criteria that defines different tiers of support?
Geographically, my ISP’s tiers are far removed from one another. But, I’m wondering if the two tiers often conflict with one another when they are in close proximity to one another in the same office space or building? How is work divided between the tiers? In a busy environment, I could see the potential for a lot of friction between the two groups.
What do you think?