Tier 1:
Level 1 support is a low-level helpdesk and customer service contact centre that resolves common issues that cannot be fixed by the Tier 0 self-service system. Tier 1 support personnel are responsible for resolving simple customer issues.
A T1 (Tier 1) specialist's primary responsibility is to gather information from front-end users and troubleshoot their issues. T1 personnel can collect information such as a customer's name, system name, warnings or errors, and others without escalating the problem to other support groups.