15/07/2021
We'd like to explain the differences between L1, L2, and L3 technical help. We'd also want to explain how this process works in our firm and how we employ our internal resources.
What is the technical degree of knowledge? We'll go through L1 L2 L3 duties in networking, system administration, and general support services in the sections below.
First-line support is the name given to this type of assistance. Chat, phone, and e-mail are their primary methods of communication with clients. When compared to L2 or L3 tech, L1 tech's technical expertise is usually minimal. Typically, the L1 support staff deals with issues that the customer can resolve via the control panel (cPanel, DirectAdmin, Plesk, etc). If you need to utilize the command line to fix an issue, you must have technical abilities and a thorough understanding of the client's situation. Depending on the nature and complexity of the problem, they will generally escalate these instances to L2 or L3 tech. L1 techs will also respond to your pre-sale support emails and chats.
L2 technicians possess greater technical knowledge and expertise than L1 technicians. They are capable of handling the majority of your technological duties. L2 support engineers may require access to the server on the back panel since these jobs are more difficult (RDP, SSH, etc). They can also assist you with technical concerns and resolve most server issues without the need for tickets. They can also help prevent similar issues from recurring in the future. If the L2 engineer is unable to resolve an issue and further research is required, the assignment is generally escalated to the L3 engineer. According to data, L2 engineers execute the majority of the jobs, thus they are our primary resource.
L3 engineers, also known as DevOps engineers, are experts of system management with many years of technical knowledge. They are capable of resolving virtually any server-side issues that need a high level of ability and understanding. Furthermore, they are capable of not only providing assistance, but also of building the infrastructure from the ground up. To summarize, any high-level jobs that the L1 and L2 engineers cannot handle are escalated to the L3 engineer. An L3 engineer may evaluate and execute the work after a thorough examination of the situation.
