L2 support roles and responsibilities L2 stands for Level 2 support. L1, L2 and L3 support are tiered systems of IT support. The average salary for a L2 Support Engineer is ₹5,42,500 per year or ₹261 per hour in India, which is in line with the national average. Feb 28, 2022 · IT Support Tiers: L1, L2, L3. Tier 3 support is provided by experts who may include the creators, chief architects, or engineers who created the product or service. For example, you may want L1 members to have access only for basic tickets, view the remaining tickets, add notes to them, as well as escalate them to L2 and L3 whereas higher level support tiers can have access to complex tickets which are critical for your business. L2 Support: Focuses on more complex issues that require more profound technical Nov 18, 2024 · This article will give you information about L2 support engineer with example each. This role requires a keen attention to detail, strong problem-solving skills, and the ability to work in a fast-paced environment. Find out the average salary and freelance rate for L2 support and other related job profiles. Use the right tools Jan 11, 2023 · Learn what second level support (L2 support) does in IT customer service, how to become a second level supporter and what skills and background are required. The roles and responsibilities of Level 2 support are extensive as they combine technical skills with communication capabilities. They do not fill L3 support roles as a primary job function. These numbers represent the median, which is the midpoint of the ranges from our proprietary Total Pay Estimate model and based on salaries collected from our users. It Mar 3, 2025 · The third level of support can either be comprised of a dedicated team of individuals whose primary focus is on customers, or you can give computer programming or product development employees additional support responsibilities. L1 support teams typically follow predefined scripts and standard operating procedures. Essential qualifications include a degree in IT, computer science, or a related field, as well as certifications like CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or similar credentials. Top earners have reported making up to ₹12,44,000 (90th percentile). Alert Monitoring, Reporting and Escalations; Incident Management Process; First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users) – this is primarily a service desk kind of environment in which tickets are logged through any of the channels like phone, web, email, text etc. The L2 Support role involves handling advanced technical support issues that require a deeper understanding of systems and software. Ideal candidates will have strong problem-solving skills and hands-on experience with OpenShift environments. L1 Support: The first line of defense, responsible for handling fundamental technical issues, answering queries, and managing service requests. This role involves troubleshooting, resolving complex issues, and maintaining IT infrastructure. May 2, 2023 · Define Roles and Responsibilities Define each level of support and the tasks they are responsible for, ensuring that all team members understand their specific duties and escalation procedures. Related: Soft Skills: Definitions and Examples 3. However, the typical pay range in India is between ₹3,72,500 (25th percentile) and ₹7,01,500 (75th percentile) annually. Mar 5, 2025 · Roles are used to shape how your support team members can access Desk365. Jun 5, 2025 · Other Roles And Responsibilities Here are some other roles and responsibilities of a production support engineer: Monitoring applications and infrastructure alerts, and reacting quickly; Recommending and implementing solutions to mitigate repeat product issues; Taking ownership and responding to open support tickets. An overview of what the role typically comprises can be explained below: Advanced Troubleshooting: An L2 Support Engineer fixes technical problems that The Desktop Support Engineer L2 provides advanced technical support for hardware and software issues, ensuring optimal performance and functionality across the organization's computing environment. The role involves troubleshooting, problem resolution, and ensuring optimal performance for end-users' systems. To become a Desktop Support Engineer L2, individuals typically start in an entry-level IT role and gain experience in hardware and software support. 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 L2 Support Job Description Template. L3 support roles and responsibilities Tier 3 support specialists are generally the most highly skilled product or service experts in your organization. The RH OpenShift L2 Support Engineer provides advanced technical support for OpenShift platforms to ensure seamless operations. Apr 22, 2024 · The estimated total pay for a L2 Support is $92,791 per year in the United States area, with an average salary of $67,874 per year. Escalates complex issues to L2 if not resolved. Responsible for customer interactions and Respond SLA Jan 31, 2025 · 1️⃣ L1 Support (Level 1 - Frontline Support) Role: First point of contact for users/customers Responsibilities: Handles basic issues such as password resets, user access, and general troubleshooting. Oct 23, 2024 · Learn about the different levels of IT support, from tier 0 self-help to tier 4 outside support, and their roles and responsibilities. Uses a knowledge base or predefined scripts to resolve common problems. Different levels organize help desk teams according to specialization, problem type, urgency and expertise. Find out how to organize your help desk and service desk around the support tiers and improve customer satisfaction and employee efficiency. Oct 30, 2024 · B] Key Role and Responsibilities of a Level 2 Support Engineer. Mar 6, 2024 · While L1 support focuses on swift resolutions, L2 support delves into technical complexities, offering detailed solutions often requiring specialized knowledge. Roles and Responsibilities: Advanced troubleshooting: L2 support tackles complex technical issues, leveraging a deeper understanding of systems and applications. You will work closely with the L1 support team, providing guidance, troubleshooting complex problems, and escalating issues to L3 support if necessary. The L1 L2 Application Support role involves providing first-line and second-line support for software applications, resolving issues, troubleshooting, and ensuring smooth operation of applications. Jun 26, 2015 · L1 Role in General. Roles and Responsibilities of L2 Support Engineer : L2 support Engineer are responsible for resolving complex issues which L1 support engineers can not resolve. jqfq naxun mnszlsq scqiub qxev sbkcec wrxsk iehj yaoq fgjexb