This level should gather as m NORTON LifeLock TECH SUPPORT h information as possible from the end user. The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by the end user or any sequence of steps used by the end user, etc. This information n Show More...
This level should gather as m NORTON LifeLock TECH SUPPORT h information as possible from the end user. The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by the end user or any sequence of steps used by the end user, etc. This information needs to be recorded into the issue tracking or issue logging system. This information is useful to analyze the symptoms to define the problem or issue.[citation needed] Once ation of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool."[7] This includes troubleshooting methods sNORTON ANTIVIRUS 360 LIFELOCK h as verifying sical layer issues, resolving username and password problems, uninstalling reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the prodNORTON ANTIVIRUS 360 LIFELOCK t or service and may not always contain the competency required for solving complex issues.[7 ] Nevertheless, the goal for this group is to handle 70–7 0% of the user problems before finding it necessary to escalate the issue to a higher
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