What is the Difference Between L1 L2 And L3 Technical Support

Difference Between L1 L2 And L3 Technical Support

Facing technical issues is pretty common and something each one of us on an individual as well as professional level undergoes it. In such a light, getting technical support is the need of the hour. IT support lets experts take control of your issues and give you effective solutions. However, there are 3 levels of technical support namely L1 L2 And L3 Technical Support. In this blog, we shall be talking in detail about them and what differentiates them.

Benefits of Technical Support Helpdesk

Technical support is a feature that helps technology users with goods or services. IT support, help desk or service desk are other words for technical support. Technical support primarily concentrates on helping with a special user issue or problem, in comparison to traditional training.

For small companies, technical support may encompass a single employee or may involve several units and staff. A big organization also has an in-house IT support team that supports employees when managing a specialized problem, but a third-party support team assists clients and device users.

External technical support also reduces the cost of hiring a full-time resource person and with 24×7 assistance, you can anytime seek services without compromising your work or productivity.

Different Levels of Technical Support

Now we would be talking about the Different Levels of IT Support and their characteristics.

Level 1

The first level of support is called L1 or first-line support. The main medium of dealings with the customer for them is chatting, phone calls, and e-mail. Usually, the technical expertise of L1 tech is less compared to L2 or L3 tech. The L1 support team handles issues that can be fixed by the client itself by utilizing the control panel.

Level 2

L2 experts have more technical expertise and experience than L1 technicians. They can conduct most of your technical jobs. Since these tasks are more complicated, L2 support experts may need entry to the server on the rear panel (RDP, SSH, etc.). They can also work out your technical problems and can rectify most server crises.

Besides that, they can also evade these issues from occurring in the future. If there are difficulties that L2 can’t decipher and profound examination is required, then they usually transfer the task to the L3 technician. According to reports, most of the tasks are conducted by L2 engineers, so this is the major level of IT support.

Level 3

L3 technicians are experts in system administration with many years of technical experience and they are also known as DevOps engineers. They can cure almost all the issues on the server side that need a high mastery and knowledge.

Also, they don’t only have support mastery, but also are competent in prepping up the infrastructure from the grassroots. To sum up, all complex tasks that L1 L2 can’t handle are transferred to the L3 engineer. Then after a thorough examination of the issue, an L3 tech can understand the issue and fix it.

Difference Between L1 L2 And L3 Technical Support Helpdesk

Now let’s understand the Difference Between Level 1 Level 2 And Level 3 Technical Support.

Level 1 Technical Support

This is the first support level. The L1 support is primarily given on chat, phone, and email. Your pre-sale aid emails and support chats will be dealt with by a Level 1 software expert. With Sysvoot’s L1 IT support, you get a single point of contact, fundamental troubleshooting and resolution, and call transfers.

Other deliverables with L1 support:

  • A devoted toll-free number
  • Client and product-specific knowledge database
  • Characterized response SLA (Service Level Agreement)
  • Escalation of service calls to third-party founded on decision flow
  • Sole ticket management with transfer and service level evaluation
  • Store equipment and network issue resolving

Level 2 Technical Support

L2 support oversees the tickets that L1 steers to them. This support team can also yield tickets for any crisis they see. L2 support specialists have more mastery and more knowledge in working out complicated issues applicable to them and can assist L1 support professionals to troubleshoot issues.

Other services with L2 support:

  • Progressive Troubleshooting and fix
  • system evaluation
  • Configuration Management
  • Process Automation (RPA)
  • Main trouble Analysis
  • Incident examination

Level 3 Technical Support

L3 is the last line of support and generally consists of a development unit that deals with technical difficulties. They are specialists in their realm and address the most difficult crises, mostly helping both level 1 and level 2 experts. They also code changes and study and formulate solutions for problematic or unknown issues.

Additional services include with L3 support:

  • Resolving defects
  • Minor modifications
  • Root cause analysis
  • Execution tuning and ability planning

How to choose the best IT support firm?

Hiring an IT support firm is something that many companies do when they desire to enhance their technology. Without outsourcing IT, you’ll expend a lot of time and capital attempting to conserve your equipment. Those that invest in IT support companies often outweigh their opponents, but while choosing an IT support firm, here are things to keep in mind.

Quick Response Times

When it comes to obtaining IT assistance, one of the major things you’ll want to scrutinize is a corporation that has sharp response times. If you employ an IT company and they can’t unravel things quickly, it’ll be difficult for your team to stay efficient

Repairs and Consultation

When taking help from IT support companies for small businesses, it’s best to find corporations that offer both restorations and consultation. While you may believe that an IT support firm is meant exclusively for repairs, many of them offer consultation services to those that don’t have an IT wing.


When outsourcing any IT firm, it is essential to check their level of expertise. You must select a company that has a group of qualified specialists to assure that you’re getting the best assistance. This will prevent you from squandering both time and money on a firm that isn’t acquainted to handle IT problems.

24X7 Availability

No matter what type of firm you own, you’ll profit from retaining an IT support team that’s functional 24/7. This is extremely significant for businesses that run at all hours of the day because problems can arise at any time.

High Security

One of the assistance that a managed IT support company should deliver to all their customers is high safety. As soon as you start functioning with an IT support company, you should glimpse a major difference in the manner your devices are accessed.

Good Image

It is always advisable to hire a firm that is trusted and has a good brand image. When searching for an L1 L2 And L3 IT Support firm to work with, evaluate online customer reviews to see what other firms think about them.

Final Words

Every business needs a good and reliable IT support firm that is conducive to their functioning and efficiency. Keeping this point in mind, you should hire Sysvoot, the best IT support company. We provide unlimited help desk solutions for various businesses. With us, you can concentrate on developing and enhancing your products while we oversee all technical support questions. Courtesy of our automation tools and security elements, you need not bother about efficiency and data storage.

Reach out to Sysvoot today to get the best IT managed services.

Read Also

Why are You Need a Website for Your Business

Why do You Need to Hire CRM Consulting Firm

How to Make an Effective Cloud Disaster Recovery Strategy

How to Choose Managed IT Service Provider

5 MSP Business Solutions to Boost Efficiency

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top