Explaining IT Tier Support Levels: L1, L2, and L3 Tiers

Facing technical issues is pretty standard, and something each of us on someone along with professional level undergoes it. Getting a tech support team is the hour's requirement in this era. IT tier support levels seize control of one's issues and offer practical solutions. However, you will find 3 degrees of the tech support team, namely L1, L2, and L3 Support. In this article, we'll explore them in more detail and explain what differentiates them.

Being an IT service management provider, customers frequently inquire about the many approaches to IT tier support levels and how to prepare help desks and service desks.

## The role of Technical support

The technical support team is a service that supports users of services or technology products. The Tech support team can call IT support, the help desk, or the service desk. Compared to traditional training, the tech support team typically centers around helping with a particular user problem or issue.

The IT tier support levels often play a part in or support a company's overall customer support philosophy. So the department team may straddle the practical side of customer service or the technical world of IT.

An interior IT tier support levels team helps employees cope with a technical problem.
An external-facing support team enables customers and users of the advanced systems.

The technical support team delivers in several ways regarding the IT tier support levels or tier, including by phone, email, live chat or video, chatbots, online tutorials and how-to's, message boards, and other logging tools.

Different Levels of Technical Support

We'd be discussing the different IT tier support levels, i.e., L1, L2, and L3 support, and their characteristics.

### Level 1

The first degree of support is named L1 or first-line support. The critical medium of dealings with the consumer for them is chatting, telephone calls, and email. Usually, the technical expertise of tier 1 technical support is less in comparison to L2 or L3 tech. The L1 support team handles issues that the client can fix using the control panel.

### Level 2

L2 experts have significantly more technical expertise and experience than tier 1 technical support technicians. They could conduct most of one's technical jobs. Because these tasks are more complex, level 2 IT support experts might need entry to the server on the trunk panel (RDP, SSH, etc.). They could also work out your technical problems and rectify most server crises.

Besides that, they could also evade these issues from occurring in the future. If you find difficulties that level 2 IT support can't decipher and profound examination is needed, they often transfer the job to the L3 technician. Based on reports, all the tasks are by level 2 IT supports engineers, so here is the significant degree of IT support.

Level 3

L3 technicians are experts in system administration with several years of technical experience and refer to as DevOps engineers. They could resolve nearly all the problems on the server side that require complete mastery and knowledge.

Also, they do not just have support mastery but are competent in prepping up the infrastructure from the grassroots. In conclusion, L1 L2 can't handle all complex tasks going to the Level 3 support engineer. Then after having a thorough examination of the problem, an L3 tech can understand the problem and fix it.

Difference Between L1, L2, and L3 Support

Now, let’s understand the difference between L1, L2, and L3 Support.

Level 1 Technical Support

L1 is the first support level. The L1 support is provided on chat, phone, and email. By hiring L1 support engineers, you obtain an individual point of contact, fundamental troubleshooting and resolution, and call transfers.

Other deliverables with tier 1 technical support:

A devoted toll-free number
Client and product-specific knowledge database
Characterized response SLA (Service Level Agreement)
Store equipment and network issue resolving

The top features of the tier 1 technical support team are listed below:

It's the absolute primary type of service desk firmly accountable for maintaining service availability. Tier 1 technical support personnel usually react to chats, emails, and customer calls and resolve IT issues.
Service desk requests are prioritized and fulfilled by tier 1 technical support personnel.
If Tier 1 personnel cannot resolve an IT issue, they'll forward it to raised tech-support personnel.
Tier 1 personnel usually follow scripts to resolve low-level technical issues. Insufficient specialized training is needed to determine the technical problems in the L1 tier.
Tier 1 technical support personnel generates a distinctive ticket for every IT incident that helps other tech support personnel identify it.

### Level 2 Technical Support

Level 2 IT support oversees the tickets that L1 steers to them. This support team also can yield tickets for almost any crisis they see. Level 2 specialists have significantly more mastery and knowledge in applying complicated issues and can assist Level 1 professionals in troubleshooting issues.

Other services with Level2 IT support

Progressive Troubleshooting and fixing system evaluation
Configuration Management
Robotics Process Automation (RPA)
Main trouble Analysis
Incident examination

The Level 2 IT support team is explained below:

Level 2 team personnel provides an in-depth tech support team to customers and employees.
Level 2 personnel escalates the IT conditions that it cannot solve.
The engineers and designers who manufactured the product/service don't need only to provide level 2 IT support personnel to escalate the IT conditions that Level 3 assistance personnel cannot solve.

Level3 Technical Support

Level 3 is the final distinct support and generally comprises a development unit that handles technical difficulties. They're specialists inside their realm and address the absolute most difficult crises, helping level 1 and 2 experts. Additionally, they change code and study and formulate solutions for problematic or unknown issues.

Additional services include level 3 support:

Resolving defects
Minor modifications
Real cause analysis
Execution tuning and ability planning

The top features of the level 3 support team are listed below:

The most significant technical resources within an organization could access level 3 support tier personnel.
Level 3 personnel also launch new features that fix common IT issues customers and employees face.
Level 3 tier personnel use AI automated cause analysis solutions to repair issues faster. They reach the depth of an IT issue and try to be sure it never occurs again.
New fixes that resolve bugs and IT issues launched by Level 3 tier personnel. The latest spots that documents by L1 and L2 IT support personnel.
Level 3 tier usually includes engineers, architects, developers, and other experienced IT professionals.

Table-Explaining-IT-Tier-Support-Levels--L1,-L2,-and-L3-Tiers- (1).jpg

Wrapping Up!

Every business requires a reliable IT support organization conducive to efficiency and functioning. Keeping this aspect at heart, you ought to hire the best IT tier support levels to provide complete help desk solutions for various businesses. In addition, you can pay attention to developing and enhancing your products. All tiers must be coordinated and not in favor of the business policies and procedures. Keep in mind each company has its method of creating the help desk, choosing how many tiers, and building the management system for the team.