Question:
What is a reason to escalate a problem from a level one technician to a level two technician?
- when the equipment needs to be rebooted
- when the screen resolution of a customer PC needs to be adjusted
- when drivers, applications, or operating systems need to be installed
- when a peripheral device needs to be replaced
Explanation: A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician.
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