What two roles or tasks are associated with the level one technician? (Choose two.)
- gathering customer information to initiate a work order
- gathering diagnostic information from a customer computer
- escalating a trouble ticket to a level two technician
- receiving escalated work orders from level two technicians
- remotely updating customer drivers and software
Answers Explanation & Hints: A level one technician is primarily tasked with gathering pertinent information from the customer and then accurately entering that information into a trouble ticket or a work order. Sometimes the level one technician must escalate the problem to a level two technician if the problem requires a higher level of expertise.