12/7/2015
L1,L2 and L3 support IT Answers
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12/7/2015
L1,L2 and L3 support IT Answers
L1,L2 and L3 support
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What is the meaning of L1, L2 and L3 support? What is the difference in the expertise and effort needed? I'm asking for a general understanding.
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12/7/2015
L1,L2 and L3 support IT Answers
There are 3 to 4 tiers / levels of support offered by Support Teams. Each level having more experience and education in the field of support than its previous level. Some Technical units/organizations/departments have less tiers, but generally there are four. (The L would be for Level.) It could generally apply to any form of technical support. They are different levels of support provided by companies (Generally technical). Each level is skilled in their job and it increases as you move a level up. Each level having more experience and education. It could generally apply to any form of technical support. Usually they all are Service Levels L1 : Product Demo Basic troubleshooting L2 : Technical Problem L3 : Major problem and so on…
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L1,L2 and L3 support IT Answers
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LuisDz
May 11, 2015 8:04 PM GMT
Or.. L1 - Help Desk - Basic Support L2 - Sr Support - More Advanced, More Access L3 - Engineer Support (Real big issues) 10 points
bubutripathy
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May 22, 2015 3:46 PM GMT
Level 1 Support generally takes the call and opens a ticket. key skills required are: Communication, Customer facing skills. Level 2 Support tries to reproduce the problem in an environment similar to where the problem was reported and does the initial triage of the issue and provide as much detail to the 3rd Level support, if they can't resolve the issue. Some of the key skills required are: Product Knowledge, Communication, Customer facing skills and Domain Knowledge. Some of the common fixes done by Second Level Support are configuration changes, data back-load, data correction, app restart etc.(anything which doesn't warrant a code change) Level 3 Support fix an issue by code changes and participates in the build and release management activities. 0 points
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L1,L2 and L3 support IT Answers
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