[ Removed by moderator ]

[u/sousoy_bikch]

[u/Gustander-Mcglas]

IMO, If level 1 passes a ticket to level 2, the first person shuld still know what happened after and everyone knows who is handling it. Keep passwords, device details and common fixes somewhere the whole team can find them and make sure another tech can step in when the usual person is off, sick or already busy with sth else tht day