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At my company Tier 1 refers to all technicians regardless of term of employment. There are no manuals. This is the basic troubleshooting level. (ie. check settings, account status, run diagnostics).
Tier 2 is the level that a problem is escalated to when it is determined not to be a problem on the users end or beyond the power of a Tier 1 tech. Usually these are the people that are in direct contact with the administrators.
Tier 3 are the administrators themselves who are contacted when it is determined to be a server/DNS/authentication problem.
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"Everyone thinks of changing the world, but no one thinks of changing himself." -- Tolstoy
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