What are some of the steps for good second-level support?
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1.  Respond to the client in a timely fashion. Put yourself in the 
client’s shoes; you would want a prompt response when a problem prevents 
you from working. 

2.  Have a clear understanding of the problem.  This saves time and 
frustration on both ends.

3.  Thoroughly research the problem before replying to the client.
However, When working on a problem that takes a long time, send occasional 
updates to the client to remind them “we haven’t forgotten about you.”

4.  Be patient and understanding when the client is frustrated.  Empathy!

5.  Have additional backup suggestions in case the primary suggestion fails.

6.  Be clear and concise when responding to a client.  Avoid jargon. Assume 
they are a novice user clearly outline each step.  If it seems 
simple to you it may not be the case for the user.

7.  Cleanly documents all steps and resolutions for future use.  If the
problem is likely to occur again, create a webpage and/or a remedy
solution.

8.  Share information and ideas freely. When needed, seek suggestions from 
others.  Be approachable and friendly.

9. Follow up with the client to ensure they are satisfied and that
the problem is truly resolved.

10. If its' unsupported, don't be afraid to say so.  However, try to
be helpful and provide insights, links, alternative supported solutions
(if possible).  Don't spend a lot of time on unsupported ventures, 
but try to be helpful.

11. Test the problem to see if you can reproduce it yourself.

12. Be available.  Try to be here during normal business hours.  
Have a common way that people can reach you (e.g. email, zephyr, AOL, 
phone).  If your unavailable, let people know (where, when, for how long).

13.  If your working from home, let people know:
a.  What you are working on.
b.  How they can reach you at home (will you be reading email?)
c.  When you will be back in the office.

14.  Document Publicly.  Share your information and knowledge.  
Add enough details in the SR trail that people can follow the issues.  
When you close an SR, make sure the reason is clear.

15.  Use bboards or websites for project information.  Try to avoid
only leaving important project information in personal mail folders.

16.  When dealing with Dept-admins, make sure they are doing the initial
trouble-shooting.  That's part of the SLA.

17.  A great problem resolution is pointing a client to a 
document (e.g. web faq) that was previously published.

18.  Keep informed with internal efforts.  Read the following bboards frequently:
a.  HC
b.  Coverage
c.  Your Projects

19.  Keep informed of technology trends, product updates and announcements.  
Try to keep up-to-date.

20.  If the minimal trouble-shooting information isn't in the SR, make sure
you give feedback to the H-C.  Make sure that you have information documented
to 1st level so that they know what they're expected to record.  Consider
troubleshooting checklists, FAQs, Remedy Solutions to help with this effort.