Tier 3 Internet Tech Support

Technical Support from the Switch to the ISP

Element’s Tier 3 Internet tech support ascertains customers’ issues even at their most technical. This support is responsible for escalations from Tier 1 and Tier 2 support as well as trending and defining chronic customer and network issues.

Tier 3 tech support manages the ticket tracking system to define network issues. With Tier 3 support, you get a technical understanding of complex home network environments, an understanding of broadband network principles and operational requirements of TCP/IP networking.

We offer the following Tier 3 tech support:

Escalation Support

  • Provide support to Tier 1 and Tier 2 support staff.

Advance Network Administration

  • WLAN/LAN/Server/Gateway status/availability
  • ISP availability and service verification (packet loss, trace routes)
  • Remote Wireless Coverage testing (with the use of gear onsite)
  • Remote Line Testing (CAT-5, CAT-3, xDSL), if test equipment is provided.
  • Meeting Room/Conference/Event Support
  • Troubleshoot with Commercial ISP (Leased lines, Frame-Relay .etc)
  • Basic Server administration (File System maintenance, Resource Management)

Network Configuration and Field Support

  • Failure/Root cause analysis
  • Head-End issues affecting the functionality of the following applications: Web Browsers, E-mail clients, VPN, VOIP applications
  • Use/build Network management tools to test AND monitor network availability
  • Check or verify Hardware(WAP, Switches, Gateway) firmware or configurations
  • On-site technician remote support per customer’s specifications (structured cabling)
  • On-site installation remote support per customer’s specifications (equipment replacement)
  • Configuration change of network devices per customers specifications

They say don’t sweat the small stuff; at Element we managed the small stuff so you don’t have to. We offer unparalleled tech support across the board in the cable, broadband and telecommunications industries.


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