Question: what is the difference between tier 1 and tier 2 support?
Answer: Tier 1: This is the organization's “first line of defense,”. ... Tier 2: When a customer issue is beyond the skill of the Tier 1 staff to resolve, the issue escalates to Tier 2. Tier 2 staff have the knowledge base and skills to handle more complex customer issues and will often use remote control tools.