What two kinds of problems should be escalated from a level one technician to a level two technician? (Choose two.)

What two kinds of problems should be escalated from a level one technician to a level two technician? (Choose two.)

  • problems that require rebooting the equipment
  • problems that can be solved in a short time
  • problems that are complicated and will take a long time to resolve
  • problems that do not fit into the “down call” category
  • problems that are beyond the scope of the knowledge of the level one technician
    Explanation:

    A problem should be escalated to a level two technician when the problem is going to take a long time to fix, is affecting a large number of users, or requires knowledge or expertise that the level one technician does not possess.

Leave a comment