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| support levels ! |
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| ind76 |
 Posted: Wed Dec 18, 2002 1:46 pm Post subject: support levels ! |
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Apprentice
Joined: 10 Apr 2002
Posts: 29
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Hi
I'm just curious to know the terminology used in the support of a system. I often hear level 1 support, level 2 support etc...for MQ admin positions. What will be the actual responsibilities of these different levels ?
How does a person start his career as adminstrator, as a level 2 support ?
Can someone throw some light on this ?
Thanks,
ind76 |
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| bower5932 |
| Posted: Thu Dec 19, 2002 10:00 am Post subject: |
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Jedi Knight
Joined: 27 Aug 2001
Posts: 3023
Location: Dallas, TX, USA
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I don't know that you'll find specific abilities attached to specific levels. Where I work, they periodically ask us to assess our skills based on levels of 1 (know nothing) to 5 (know everything). However, it is very subjective and I find that the more that I learn, the less that I know.
I'd try to get a list of specific responsibilities and not worry so much about the level associated with them. |
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| nimconsult |
| Posted: Thu Dec 19, 2002 11:07 pm Post subject: |
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Master
Joined: 22 May 2002
Posts: 268
Location: NIMCONSULT - Belgium
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I think it is more related to organization.
Support level 1 means that you are the first person involved in solving problems, level 2 means you are the second person involved when the level 1 was not able to solve the problem and so on...
The actual interpretation of this level is company dependent.
To give an illustration with a MQ Series running in production:
level 1 is the operator supporting the execution of the production
level 2 is the help desk which centralizes all problems and knows common answers to common problems
level 3 is a member of the system engineering support
level 4 is a (the) MQ Series expert of the company (who might himself call IBM support in case of real complex problem)
Sometimes companies have no centralized help desk, so the level 2 is immediately a system engineer or administrator.
The idea behind that is that the higher the level, the higher is the specialization, also the lower are the number of available persons.
Because you do not have a multitude of MQ Series experts in a company, there is a form of screening and selection so that each type of specialization has an acceptable level of support.
_________________
Nicolas Maréchal
Senior Architect - Partner
NIMCONSULT Software Architecture Services (Belgium)
http://www.nimconsult.be |
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