Tier 1 - Service operators’ interface with clients to ensure issues and problems are accurately captured, resolved and distributed to the right service operation team for resolution. Often tier 1 service operators are trained to resolve minor issues and problems directly.
Tier 2: - Services operators’ resolve system related and administration problems and issues.
Tier 3: - Service operators’ resolve system engineering and application problem and issues.
In some cases, the tier 2 and 3 teams work together to resolve issues and problem.
Provided cyber, operational, maintenance and system administration support for all applications within the National Background Investigation Services (NBIS) under contract.