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What is L1, L2 and L3 Support?

11/2/2022
|
3 Minute
written by

What is L1, L2 and L3 Support?

If you ever tried to solve a technical problem on your own, you certainly appreciate the value of tech support. Specialized engineers and technicians help you focus on the essential parts of your business: innovation, expansion and growth. 

Tech support functions (also known as service desk or help desk) include researching, diagnosing, troubleshooting, and identifying solutions to system issues. Due to these many functions, there are three different levels of support: L1 support, L2 support and L3 support. It works like an organized chain that, depending on the complexity of the issue, matches the right technician to solve the problem.

In this article, we will dissect the three main levels of support. We will also explain how we at SkyRiver IT can help you solve all your problems with the desired speed and accuracy.

L1 Support

Level one support is the first support line. It is usually provided via chat, phone, and email communications. A L1 Engineer interacts directly with customers, acknowledges their issues and creates tickets for them. The ticket is then routed to L2 technicians. 

A level one support engineer has relatively less knowledge when compared to level two and three engineers. They can solve problems like password resets, software installations or uninstallations by using a script or having specific instructions.

L2 Support

L2 support can handle both the tickets that L1 routes to them and generate tickets for problems diagnosed by level 2 support experts. They have more experience and knowledge, which allows them to solve a much more vast array of problems. These include technical issues that require access to the back panel, such as RDP or SSH. They can also solve most server issues without having to open a ticket.

When level two engineers cannot solve a specific problem or the issue requires particular knowledge, they route it to level three engineers. According to statistics, L2 engineers perform the majority of tasks.

L3 Support

Masters of their art, DevOps are the technicians of this support level. They are specialists in system administration and can solve all highly difficult issues requiring high knowledge. L3 technicians are often engaged in developing new features for software or systems. They also contribute to the company's knowledge base, as their deep understanding of how systems work allows them to write articles and develop solutions to recurrent problems.

In sum, these engineers can perform code changes, research and develop solutions for challenging or new issues previously unknown. Besides solving their own problems, they spend most of their time solving issues routed by L2 and L3.

Skyriver IT – 24/7 IT Support

Technology keeps advancing, and so do the ways to support it. This is why it is essential to have a reliable support team at your side. Therefore, we hope this article helped you understand the differences and functions of each support level. Moreover, we hope it showed you how important it is to have a reliable partner to offer these services to your company. 

We at Skyriver IT provide a comprehensive range of managed IT services with a higher level of care, such as a 24x7 help desk, remote management, and onsite technical assistance. When you need an ally in the IT world, remember: we're here to help, so feel free to contact us!

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