What two roles or tasks are associated with the level one technician? (Choose two.)

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

Explanation: 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.

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