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What Is IT Support and IT Infrastructure?

Information Technology, or IT, as we usually call it, is also referred to as technical support. The aim of tech support is to give help with technology, to assist customers when they have problems with the products that they purchased. With the ubiquity of technology in our daily life such technical support is highly required, and most of the companies now offer it without charge. The nature of the support depends on the difficulty of the problem customers encounter. Some of the problems can be dealt with quickly; others will require more time and effort to be answered. In most of the cases, technical support provider would answer all queries over the phone or through email, offering solutions that enable customers to use the product they bought. 

Talking about IT support infrastructure, it is helpful to start with the definition of the word “infrastructure.” Simply put, infrastructure is the base that supports an organization and its system. Different resources, whether physical or generated by computers, comprise a data center that supports processing and analyzing of the gathered information. Information technology infrastructure is either distributed across the data center or integrated with it.

To prevent the data from fraud or damage, the data center requires the IT infrastructure security that includes the prevention of an easy entry to the data centre hardware space. As a rule, the data center is secured either by a person, video, or electronic key entry.


What Are the Tiers of Technical Support?

Technical executives offer support to customers using different technologies. When clients ask for assistance with a problem, they may be helped via the phone, e-mail, online chat, SMS, forums, or fax. If clients have problems with software, they can be assisted through remote access to their PCs. More complex problems are solved by the IT specialist in person.

“Levels” and “tiers” in IT support infrastructure are synonymous. How many tiers of support the company has always depends on its construction and business needs. What you should understand, however, when talking about tiers is that the complexity of technical support increases with every tier. That is, on the first level, customers receive the most general and basic support; on the third level, experts provide the most thorough and deepest solutions to the most complex problems. The level of expertise of the IT specialist also grows on each level.

Tier I Support

On the first level or tier, customers receive the most basic support. The person who answers your phone call may not be an IT expert at all but just have a general, broad understanding of computers and products and may not have knowledge of how they are constructed or work. Their task is to identify what the problem is and, if the problem is small, advise you what steps you should take to fix it. The type of problems solved on Tier I are questions usually posed in the section called Frequently Asked Questions. Tier I support is provided 24 hours and usually outsourced to the third party. If the problem is more complex and cannot be solved by a generalist helping on Tier I, it is passed onto a specialist working on level II. If this is the case, you will receive a ticket and will wait until a new employee will start looking for solutions to your problem.  

Tier II Support

On the second level, employees offering their help have technical knowledge and can troubleshoot complex problems. They specialise in different technological fields and, before helping customers, determine to which area their problem belongs, so that they receive the most suitable treatment. If the problem is within technicians’ field of specialization, they then establish whether the problem is new or has been existing for a while or returned after being solved. To determine this, technicians make a thorough data analysis by using sophisticated diagnostic tools.

If the problem has existed before and recorded in the company’s database, it can be dealt with quickly. In this case, the technician simply looks for the right solution in the database and instructs the customer what to do with the problem. If, however, the problem is a new bug, the technician adds it to the existing bug list. Developers are asked, in this case, to fix it. In those cases when the problem is more complex and cannot be solved by developers, it is transmitted to the third level.

Tier III Support

Specialists providing help at Tier III have more skills than their colleagues working at the previous support levels. They are usually work on the product development and analyse the most complex problem and issues. When they try to solve a problem, Tier III specialists do a thorough analysis of the operating system and update windows or make other changes to the system.


What Is Kenexa Assessment?

As a potential support provider on the first level, you may be asked to take Kenexa test as a part of your pre-employment assessment, before you are called for a face-to-face interview with your employers. All Kenexa tests are developed by Kenexa company specializing in business psychology and creating psychometric tests. Since 2012, Kenexa is a part of IBM. Its arsenal of psychometric tests is truly rich: the company has developed 1,500 tests and customizes them to suit its clients who purchase them to select the right job candidates from the pool of applicants.

There are different types of Kenexa tests. Among them are the following categories:

  • Advanced Reasoning – Tests belonging to this category measure job candidates’ psychometric skills: the Numerical, Verbal, and Logical Reasoning Tests.

The Numerical Reasoning Test evaluates how well you understand and analyse information presented in charts, statistical tables, and graphs. It is a multiple-choice test, where you need to choose the right answer among several incorrect options. You are usually not permitted to use calculators during the Numerical Reasoning Test. But you can jot down your calculations on a piece of paper with a pencil.

The Verbal Reasoning Test measures how well job applicants understand information presented in words. On the exam, applicants are given to read a short passage accompanied by statements about it. Their task is to evaluate a truth value of these statements in relation to the information given in the passage. If a statement confirms what is said in the passage, applicants should mark it as “True.” If it runs counter to the information presented in the text, they should tick it off as “False.” In those cases when it is impossible to determine a truth-value of the given statement, due to the insufficiency of information contained in the text, job candidates should choose the “Impossible to say” answer.

The Logical Reasoning Test asks job candidates to analyse different shapes and complete the sequence by identifying a missing pattern. The aim of this test is to measure job candidates’ ability to come to correct conclusions based on the information in the sequence.

  • Career Suitability – These tests evaluate candidates’ personality and competency. Employers whose concern is to employ people who are a perfect fit for the job rely on these tests more than on job candidates’ résumés.
  • Job Suitability - With the help of the tests belonging to this category, employers identify candidates with the strongest job preferences as measured against the position for which they applied.
  • Kenexa Prove It – This type includes more than 1,200 tests that include personality tests, general competency tests, and tests identifying skills specific to an applied position.

JobTestPrep has modelled its tests on many of Kenexa tests to prepare job candidates for their pre-hire assessment. By practising with our test simulations, you will familiarise yourself with the official tests’ formats and prepare answers to many questions posed in them. Our tests are supplied with score reports and study guides enabling you to track your progress while you are studying before your examination. Equipped with our resources, you will score high on your Kenexa tests, build an impressive personality profile, and, with the help of our interview kit, also included in our high-quality PrepPack™, you will convince your recruiters to make a hiring decision in your favour. Practise with our resources and begin providing technical help to customers at Tier I.

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