If you have ever tried resolving a technical issue on your own, you understand the value of technical support - the service that supports users of technology products or services. IT technical support officers monitor and maintain the computer systems and networks of an organization. They take ownership of customer issues that are reported and resolve the challenges. Tech support functions, also known as help desk or service desk, include researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Technical support officers follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.The goal is to resolve issues in the fastest and most effective way.
L1 or level 1 support
This is your first support line. The first line of support is usually provided via chat, phone, and email communications. Your pre-sale support emails and support chats will be addressed by a Level 1 software engineer. With Infogain’s L1 Support/Help Desk, you get a single point of contact (Phone/email/Chat/Portal), basic troubleshooting and resolution, call routing and escalation.
Additional services include:
- A dedicated toll-free number
- Customer and product specific knowledge repository
- Defined response SLA’s(Service Level Agreement)
- Routing of service calls to third-party based on decision tree
- Complete ticket management with escalation and service level reporting
- Store equipment and network troubleshooting
L2 or level 2 support
L2 support handles the tickets that L1 routes to them. This support team can also generate tickets for any problem they notice. L2 support specialists have more skills, more experience in solving complicated problems relevant to them and can help L1 support people troubleshoot problems. Infogain’s L2 Support covers in-depth application and systems incident resolution featuring a knowledge base, detailed documentation, training and incident trending analysis.
Additional services include:
- Advanced Troubleshooting/resolution
- Batch/infrastructure monitoring
- Configuration Management
- Process Automation (RPA)
- Root Cause Analysis
- Incident Analysis/Trending
L3 or level 3 support
L3 is the last line of support and typically consists of a development team that deals with technical problems. They are experts in their domain and handle the most difficult problems, mostly assisting both level 1 and level 2 specialists. They do also code changes, research and develop solutions for challenging new or unknown issues. Infogain’s L3 Support covers base application, customizations, and integrations. In addition to taking advantage of our proven methodologies, source control and standards.
Additional services include:
- Fixing defects
- Minor enhancements
- Root cause analysis
- Performance tuning and capacity planning
Providing superior technical support is essential to maintaining a satisfied customer base, building brand loyalty, creating brand advocates and increasing revenue.
Infogain’s Technical Support Solutions provide a streamlined support escalation path for efficient resolution and superior customer experience. Contact a Tech Support Specialist here to learn more about our offerings.
For questions and comments, or to speak to an expert, contact us here.
FAQs
L1, L2, and L3 support is a tiered system of remote IT support. Different levels organize help desk teams according to specialization, problem type, urgency, and expertise. A proper division of labor helps you better address the wide range of possible IT service issues.
What does L1 L2 L3 stand for? ›
L1 - call centre folks ( who Are instructed to what to do) L2 - process people who know how to do ( if L1 is not able to help you then L1 escalates to L2) L3 - technology oriented people who can fix technical problems ( L2 escalates case to L3)
What is Level 1 Level 2 Level 3 support? ›
Level 1 involves simple customer requests that require limited IT support, Level 2 escalates into more in-depth problems, and Level 3 utilizes subject matter experts that can figure out the toughest customer needs.
What is L1 and L2 customer service? ›
L1, L2, and L3 support refer to different levels in a tiered customer support model. L1 support handles basic issues, L2 addresses more complex and advanced problems, and L3 tackles highly technical or specialized issues, often involving collaboration with product development or engineering teams.
What is L1 L2 L3 support job description? ›
They are experts in their domain and handle the most difficult problems, mostly assisting both level 1 and level 2 specialists. They do also code changes, research and develop solutions for challenging new or unknown issues. Infogain's L3 Support covers base application, customizations, and integrations.
What is Level 3 Tech support? ›
Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.
What is L2 technical support? ›
The L2 support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe. They are more skilled and experienced in solving complex problems related to them and can help the L1 team solve problems. They can simplify any technical problems that need server back-end access.
What is the role of L2 technical support? ›
The Level 2 Technical Support technician is responsible for providing second-level end user support for computer systems (software, hardware) and equipment (printer, plotter, and telecommunication devices). Trouble shoot problems and equipment repair and replacement.
What is L2 technical support job description? ›
Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use. To interface with customer for all CSRs internal and external.
What is an example of Level 3 support? ›
Examples of level 3 customer support include network troubleshooting, software bug investigation, performance optimization, data recovery, integration or API support, security incident response, and product customization or configuration.
Level 1: first line support. Level 2: technical support. Level 3: expert support. Level 4: third-party support.
What is L3 and L4 support? ›
If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4. L3 engineers may have root or administrator access to basic systems. Greens L3 engineers generally have 8 or more years of relevant experience. L4 – Product and Vendor Support.
What is L1 tech support job description? ›
Several essential responsibilities distinguish a technical support engineer from other help-desk roles. The L1 support engineer job is in charge of setting up, enhancing, and resolving software and hardware. L1 support includes interacting with customers, understanding their problems, and creating tickets.
What is L4 technical support? ›
L4 support refers to product or support and often involves channel partners product architects, engineers, software developers, hardware designers and the like.
What is Level 1 Tech support? ›
Level 1 support works closely with clients to resolve issues promptly. A tier 1 specialist's first task is to acquire information about user problems and identify the issue by examining the symptoms and analyzing the underlying problem. The end user should provide as much information as possible at this stage.
What is difference between L1 L2 L3 and L4 support? ›
Usually L1 will monitor the queues and transfer the Ticket to L2 team for right stream. L2 will try to solve the tickets from their queue and they can't able to solve the tickets then they will route it to L3. Basically L3 and L4 will take care of Development issues.
What is the difference between L1 L2 and L3? ›
L1 is low capacity but extremely fast, L2 is slower but has more storage space, and L3 is the slowest of the three but also usually has the biggest storage capacity. Modern computer processors all use a multi-level cache memory system that allows data to be temporarily stored on the chip for quick access.
How do you identify L1 L2 and L3? ›
So, it makes sense to assign black to L1 (single-phase) and to L1/A (three-phase), orange (or black with orange tape) to L2/B (three-phase) and red (or black with red tape) to L2 (single-phase) and to L3/C (three-phase).
What is L1 L2 L3 in software engineering? ›
The standard software engineering career levels are as follows: Level 1 - Software Engineer. Level 2 - Senior Engineer. Level 3 - Staff Engineer (alternate: Senior Staff Engineer)
