Frequently Asked Question
Support.PSChi02.com uses a support structure similar to real-world IT help desk environments.
This gives everyone the opportunity to practice how technical support teams work in professional IT organizations.
Tier 1 Support (First Line of Help)
Tier 1 support is the first level of assistance.
These are the classmates who:
- Review newly submitted tickets
- Ask clarifying questions
- Troubleshoot basic issues
- Provide initial solutions
- Document steps taken
- Escalate tickets when additional expertise is needed
Examples of Tier 1 issues:
- Login or account access problems
- Basic lab navigation questions
- Password reset assistance
- Simple troubleshooting steps
- Common setup or configuration questions
Think of Tier 1 as the frontline support team.
Their goal is to solve issues quickly whenever possible.
Tier 2 Support (Advanced Troubleshooting)
Tier 2 handles more complex technical issues that require deeper analysis or advanced troubleshooting.
These classmates typically:
- Investigate unresolved Tier 1 tickets
- Perform deeper technical troubleshooting
- Analyze lab-specific technical errors
- Provide advanced solutions
- Help explain complex concepts
Examples of Tier 2 issues:
- Complex virtual machine issues
- Network configuration troubleshooting
- Advanced system errors
- Lab failures requiring detailed analysis
- Multi-step technical troubleshooting
Think of Tier 2 as the specialized support team.
How This Works in PSChi02
Our platform is collaborative.
This means:
- Any student can start by helping at Tier 1
- If an issue becomes more complex, it can move to Tier 2
- Students can learn by observing escalations
- Everyone gains real-world ticketing experience
The goal is not strict hierarchy.
The goal is learning, collaboration, and practicing professional IT support workflows together.