Difference Between L1 L2 And L3 Technical Support - sysvoot

Technical issues are common and something each of us experiences personally and professionally. In light of this, getting technical support is a necessity nowadays. IT support enables experts to address your concerns and offer effective solutions. However, there are 3 levels of technical support, namely L1, L2 and L3 technical support. In this blog we will talk in detail about them and what makes difference between L1 L2 And L3 technical support.

Benefits of Technical Support

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, in contrast to traditional training, focuses primarily on providing assistance with a specific user issue or problem.

For small businesses, technical support can cover a single employee or span multiple units and employees. A large organization also has an internal IT support team to help employees resolve specific issues, but third-party support teams help customers and device users.

Outsourced technical support also reduces the cost of hiring full-time employees, and with 24/7 support, you can request service anytime without affecting your work or productivity.

Different Levels of Technical Support

Now we will talk about the different levels of IT support and their characteristics.

Level 1

The first support level is called L1 or First Line Support. Their primary medium for customer engagement is chat, phone calls, and email. In general, the technical knowledge of L1 technology is lower than that of L2 or L3 technology. The L1 support team takes care of issues that customers can resolve on their own using the control panel.

Level 2

L2 experts have more technical knowledge and experience than L1 technicians. You can do most of your technical tasks. As this task is more complex, L2 support professionals may require back-end server access (RDP, SSH, etc.). They can also troubleshoot your technical issues and fix most server crises.

Apart from that, they can also prevent this problem from happening in the future. If there is a difficulty that L2 cannot decode and a thorough investigation is required, they usually leave the task to an L3 technician. According to reports, most of the tasks are performed by L2 engineers, so this is the main level of IT support.

Level 3

L3 engineers are systems administration professionals with years of technical experience, also known as DevOps engineers. They can handle almost any server side problem that requires high skill and knowledge.

In addition, they not only mastered the maintenance, but also the infrastructure preparation by the common people. In short, all complex tasks that cannot be handled by L1 L2 are delegated to L3 engineers. After a thorough investigation of the problem, an L3 technologist can understand and fix the problem.

Difference Between IT Support L1 L2 and L3

Now let us understand the difference between technical support levels 1, 2 and 3.

Level 1 Technical Support

This is first level support. L1 support is mainly provided via chat, phone and email. Your pre-sales help emails and support chats are handled by a Level 1 software expert. With Sysvoot L1 IT support, you get a single point of contact, basic troubleshooting and resolution, and call routing.

More results with L1 support:

  • Special toll free number
  • Customer and product knowledge database
  • Characterized Response SLA (Service Level Agreement)
  • Increase service calls to third parties based on decision flow
  • Single transfer ticket management and service level assessment
  • Storage devices and network troubleshooting

Level 2 Technical Support

L2 support monitors the tickets L1 forwards to them. This support team can also provide tickets for any emerging crisis. L2 support staff have more skills and more knowledge in developing complex problems that apply to them and can assist L1 support staff with problem solving.

Other services with L2 support:

  • Progressive troubleshooting and correction
  • System evaluation
  • Configuration management
  • Process Automation (RPA)
  • Main problem analysis
  • Incident investigation

Level 3 Technical Support

L3 is the last line of support and usually consists of a development unit that handles technical difficulties. They are specialists in their field and deal with the most difficult crises, mostly helping level 1 and 2 experts. They also change code and study and formulate solutions to problematic or unknown problems.

Additional services including L3 support:

  • defect removal
  • Minor changes
  • root cause analysis
  • Performance optimization and capacity planning

How to Choose the Best IT Support Company?

Many companies hire IT support companies when they want to upgrade their technology. Without IT outsourcing, you will spend a lot of time and capital maintaining your equipment. Those who invest in IT support companies are often ahead of their competitors, but here are a few things to keep in mind when choosing an IT support company.

Fast reaction time

When it comes to getting IT help, you should especially deal with companies that have fast response times. When you hire an IT company and they can’t fix it quickly, it can be difficult for your team to stay effective

Improvements and Suggestions

When seeking help from a small business IT support company, it is best to find a company that offers recovery and consulting. While you might think that IT support companies are only there for repairs, many of them offer consulting services for those who don’t have an IT department.


When outsourcing to an IT company, it is important to verify their expertise. You should choose a company that has a group of qualified professionals to ensure you get the best possible assistance. This way you avoid wasting time and money on companies that don’t understand IT issues.

24/7 Availability

No matter what type of business you have, you will benefit from a 24/7 IT support team. This is especially important for businesses that operate 24/7, as problems can arise at any time.

High Security

One of the benefits that a managed IT support company should provide to all its customers is high security. Once you start working with an IT support company, you will notice a huge difference in the way your devices are accessed.

Good Reputation

It is always advisable to hire a trustworthy company with a good brand image. If you’re looking for an L1 L2 and L3 IT support company to work with, check out online customer reviews to see what other companies have to say about them.

Closing Remarks

Every business needs a good and reliable IT support company to facilitate its operations and efficiency. With this in mind, you should hire Sysvoot, the best IT support company. We provide seamless helpdesk solutions for various businesses. With us, you can focus on developing and improving your product while we take care of all technical support issues. Thanks to our automation tools and security features, you don’t have to worry about efficiency and data storage.

Contact Sysvoot today for the best managed IT services. In this article we have discussed Difference Between L1 L2 And L3 Technical Support.

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What is the difference between L1, L2 and L3 support?

L2 support processes the ticket that L1 forwards to it. This support team can also create tickets for any issues they notice. L2 Support Engineers have more skills and experience in solving complex problems related to them and can assist L1 Support Engineers in solving problems.

What are the roles and responsibilities of L3 Support?

L3 is the last line of support and usually consists of a development team that handles technical issues. They are experts in their field and deal with the most complex problems. They change code, study and improve solutions to create new or unknown problems.

What is the role of L1 support?

This position is responsible for installing, updating, and troubleshooting hardware and software systems. To succeed in this role, the candidate must have a problem-solving attitude in addition to the ability to provide clear technical direction.

What role does technical support play?

Technical support staff manage, maintain and repair IT systems. Their responsibilities include diagnosing and troubleshooting, troubleshooting network problems, and installing and configuring hardware and software.

What is Tier 1, Tier 2, and Tier 3 support?

Level 1 support usually determines how serious and complex the problem is and who will provide the customer with appropriate guidance. While Level 2 and Level 3 support can solve more difficult problems, the Level 1 support team has more interaction with users.


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