Middle Ware Oracle,ibm, Levels In An Organization

[katuri]

Level 1 – The person is trained to diagnose and resolve common problems typically going through the exact same FAQ pages / knowledge-base that an end user might go through if they are available. 

They are often referred to as “by the book” technicians because if the problem is not something that some one previously documented a fix, they need to pass the ball.

Level 2 – This is the person who gets the ball from level 1 for those problems not documented. Their training, skills, and personality to think to a degree outside the box.

Level 3 – the level 3 technician sills often approach entry level server administration skills, and they may even have root level access to the servers. They typically help the system administrators, and handle issues for which level 1 and level 2 cannot handle that still don’t require a regular system administrator to handle.