A SMS Level 3 analyst is the highest level of support in our Help Desk model. We are responsible for handling the most difficult or advanced problems that our customer’s experience. We are the expert level for all technical problems. We are the best of the best…
Supply a problem, we will fix it because it's our passion.
Our success has been the direct result of a unique client-driven services strategy.
Mission Statement….
SMS Level 3 is the highest level of support in our Help Desk model. We are responsible for handling the most difficult or advanced problems that our customer’s experience. We are the expert level for all technical problems. Ourtroubleshooting and analysis methods are advanced and used to solve the most complex problems quickly and efficiently. We are experts in our fields and are responsible for not only assisting both Tier I, Tier II and Field Engineering personnel, but with the research and development of solutions to new or unknown issues.
We are the best of the best…
What does that mean Exactly?
The training we provide for our Lv3 analyst are second to none. Each analyst is required to complete over 480 hours of rigerous Lab and field training, complete to the mastery level of over 30 printers on the basic PPT University roster and complete the training with a 90+ or higher. The final test is administered by a master Lv4 instructor. The LV3 analyst will be requerd to teach a small class of Help Desk Analysts and new Field technicians as the Lv4 instructor views his/her progress. Our techs receive actual calls to perform in the field which continues to drive their passion for results but also keeps their minds keen by physically peforming the calls that most technicians experience in the field.
After the graduate complets their final exam, the tech will be administered various tools, which can be viewed on our Tools page.
