At InteleNet we believe that exceptional service
starts with a committed and well trained team of individuals. These
individuals have more than just great technical skills – they have
a strong desire to solve problems for customers. Our process of developing
people starts during the hiring process. We only hire those that demonstrate
a strong passion and dedication for helping people. Potential employees
must embody courtesy, patience, friendliness and empathy along with
the desire to always act in the customer’s best interest. We hire
based on values and we train for technical expertise. Our support
team is structured in 3 tiers to provide the most efficient support
to our customers and best utilize our resources:
Tier 1 Experts
Tier 1 personnel deal directly with the customer; taking phone calls
to register new service requests and dealing with customer detected
service issues. The typical Tier 1 activities involve: (1) Basic system
and Network issues, (2) Email and phone notification to customer that
an issue was detected and resolved or is still under investigation,
and (2) Liaison between customer and upper Tier personnel.
Tier 2 Experts
Tier 2 personnel are specialized and qualified in specific areas,
working on more difficult and detail oriented issues. Typical Tier
2 activities revolve around: (1) Networking issues, (2) Operating
systems, (3) Specific Managed Services (e.g. backup & restore), (4)
Application administration, and (5) Email and phone notification on
issues that are under continuing investigation and in the resolution
process.
Tier 3 Experts
Tier 3 personnel are the most senior engineers with in-depth and detailed
knowledge of the networks, systems, services and applications. Typical
Tier 3 activities include: (1) Supporting Tiers 1 and 2 to quickly
resolve even the most difficult issues, (2) Email and phone notification
on issues that are under continuing investigation and in the resolution
process, and acting as a backstop when Tier 2 personnel simply cannot
resolve an issue before the ticket escalates to the next level.
All of the NOC Tiers are subject to the standard escalation logic
of InteleNet's problem management process. Once a ticket is entered
into the InteleNet system, it is either resolved or escalated. If
a ticket is not responded to within an appropriate and specified timeframe,
the system will automatically escalate it to the next level.
