About the role
L1, L2 and L3 support are tiered systems of IT support. Different levels organize help desk teams according to specialization, problem type, urgency and expertise. A proper division of responsibilities helps address the wide range of possible IT service issues so that when a problem occurs, efficient escalation and workload distribution offer cost savings. More importantly, tiered service provides an improved customer service experience.
L1 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. L1 support is the frontline, offering a quick and accessible solution for common IT-related problems.
L2 support deals with issues beyond basic troubleshooting. L2 support technicians possess a deeper understanding of systems and applications. They handle more complex problems that require a higher level of expertise. While L1 support focuses on quick resolutions, L2 support delves into the intricacies of technical issues and provides in-depth solutions, often requiring specialized knowledge.
L3 support represents the highest tier of technical support. L3 support is reserved for the most challenging and intricate issues that demand expert-level knowledge. These could involve system architecture, network configurations or advanced software and hardware troubleshooting. L3 support plays a critical role in problem resolution, collaborating with other support levels and liaising with product developers or vendors when necessary to find comprehensive solutions.
About the company
EPAM Systems, Inc. is a leading global provider of digital platform engineering and software development services for customers across North America, Europe, Asia and Australia.
