Level 2 Training
RISE ‘n’ SHINE TECHNOLOGIES LEVEL TRAINING
Level 2 Training :
Level 2 support team members join the team and undergo the training provided to level 1 support. They then work as level 1 support engineer for a time period to understand the kind of support requests received at level 1.
Their performance is monitored weekly by peers. After successfully completing the level 1 support period, the new level 2 support engineer works with a mentor for level 2 tickets. After completion of this period the support engineer is assigned independent responsibility to handle level 2 tickets.
For clients whose products are constantly updated and enhanced, Rise n Shine Technologies sends one level 2 support engineer to work at client facility to be part of client support level. This ensures that level 2 support engineers are trained on upcoming product features and effectively gain knowledge first hand.