Can you explain the difference between first-level and second-level support in a Help Desk environment?

@arno 

First-level support, also known as tier-1 support, is the initial point of contact for users seeking technical assistance. First-level support personnel are responsible for receiving and recording user inquiries, troubleshooting basic issues, and escalating complex problems to second-level support if necessary.

Second-level support, also known as tier-2 support, involves more complex technical issues that cannot be resolved at the first level. Second-level support personnel possess more specialized technical knowledge and skills, and they are responsible for investigating and resolving more complicated issues that have been escalated from the first level.

To answer this interview question, you could say something like: "First-level support personnel are the initial point of contact for users seeking technical assistance. They handle basic inquiries and escalate more complex problems to second-level support. Second-level support personnel have more specialized technical knowledge and skills, and they investigate and resolve more complicated issues that cannot be resolved at the first level." You could also provide examples of typical issues that would be handled by each level of support.