The user support staff (L1 support). They answer general questions about software usage and provide instructions to solve simple issues, such as login problems, software reinstallation, checking hardware configurations. L1 support agents usually resolve problems either by verbally walking a user through to resolution or via remote desktop capabilities.
The user support staff is also the first point of contact for all incoming support queries. They register user problems, collect their comprehensive description, prioritize, and escalate advanced queries to technical support.
The technical support staff (L2 support) deals with more advanced problems that require the introduction of minor changes to an application, such as configuration issues, account administration, services restart. They can also perform application monitoring activities to proactively fix evolving slowdowns and failures before they get detected by end users. Technical support can be provided only by specialists with a deep understanding of supported software who will investigate application logs to solve registered problems.
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