Desktop / L1 Support Engineer (2024)

FAQs

What are the interview questions for L1 support engineer? ›

L1, or Level 1 support, represents the initial point of contact for end-users seeking technical assistance. The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues. These could include password resets, software installations, and general troubleshooting.

Be clear and ready to explain, in detail, your experience and the nature of your specialism. You are expected to be honest. Listen to the question, be precise and avoid digressing while answering the questions comprehensively. If you don't know the answer, or are unsure, say so.

L1 Technical Support

Support for L1 includes knowing clients' challenges, engaging with them, and producing tickets against them. The technicians have basic service and product knowledge and can solve fundamental problems, such as resetting passwords, uninstalling or installing applications, etc.

Application support engineers are responsible for troubleshooting and fixing software applications. This requires a deep understanding of how software applications work, which can only be gained by having a solid foundation in coding.

L2 techs have more technical skills and experience than L1 techs. They can perform most of your technical tasks. Since these tasks are more complex, L2 support engineers may need access to the server on the back panel (RDP, SSH, etc).

However, managers may spend most of their time on non-technical issues, and so it's easy to under-invest in technical knowledge. Technical Support Engineer is a fancy title for a help desk clerk. It is probably a dead end position in customer service with no coding required.

The average salary for Desktop Support Engineer is ₹60,000 per month in the India. The average additional cash compensation for a Desktop Support Engineer in the India is ₹42,000, with a range from ₹7,200 - ₹1,29,600.

What is the next level after desktop support engineer? ›

As your skill improves, your title may change to support specialist or maintenance engineer. The duties of higher level positions may include providing procedural documentation, managing teams and working with other professionals such as network engineers or software developers.

Knowledge of network troubleshooting, Ethernet and IP configuration. Knowledge of software distribution and patch management. What is IT desktop engineer? Desktop engineers diagnose and repair hardware and software problems, as well as install and maintain hardware and computer peripherals.

The average salary for L1 Support Engineer is ₹3,46,123 per year in the India. The average additional cash compensation for a L1 Support Engineer in the India is ₹36,176, with a range from ₹34,738 - ₹37,613.

Support Level 1 (L1)

Their access to company data is typically limited, as their primary role is to assist customers with common problems and inquiries. Tier 1 support plays a crucial role in gathering customer inquiries from various channels, such as chat services, phone calls, emails, and online forms.

Level one support is the first support line. It is usually provided via phone, and email communications. A L1 Engineer interacts directly with customers, acknowledges their issues and creates tickets for them. A level one support engineer has relatively less knowledge when compared to level two and three engineers.

The Level 1 (L1) interview process is an initial stage in the hiring process that is designed to screen candidates and identify the most qualified and suitable applicants for a role.

They focus on resolving basic customer inquiries, issues, or problems. L1 support is provided by frontline support agents or customer service, who play a crucial role in the customer support process, as it serves as the first point of contact between the customers and the support team.