This tier acts as an escalation point for Tier 1, providing more in-depth troubleshooting and proactive management for both personal and business clients. Expertise here involves resolving complex technical challenges and implementing solutions to optimize IT performance and stability. 

Focus (Personal): Advanced troubleshooting for complex computer issues, home network optimization, smart home device integration and troubleshooting, data recovery for personal devices, personalized security setup and guidance, assistance with cloud services for personal use (e.g., storage, photo backup). 

Focus (Business): Advanced troubleshooting of hardware and software issues escalated from Tier 1, proactive monitoring and maintenance, network configuration and management, security monitoring, Install of Antivirus, data backup and recovery management, cloud service support, and basic IT consulting for common issues. 

Expertise Level: Demands a deeper understanding of operating systems, networking protocols, security best practices, cloud technologies, and data management principles and the ability to document these with both professional and technical proficiency. Technicians at this level possess strong analytical and problem-solving skills to diagnose and resolve intricate technical problems and implement preventative measures for both personal and business clients. They also guide Tier 1 technicians on complex issues.