What is the work of L1 engineer?

L1 support Engineers have basic knowledge of product/service and skill to troubleshoot a very basic issue like password reset, software installation/uninstallation/reinstallation. They have more knowledge, more experience in solving related complex issues and can guide/help L1 support folks job in troubleshooting.

What is L1 level support?

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.

What is the role of L2 support engineer?

Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation. In depth Functional knowledge of the application(s) supported and inter dependencies.

What is the role of a L1 engineer?

Lets wait if we can get more answer. L1 in most of the companies the role is restricted for very low-moderated services. Also called as an entry level support engineer. In general the role of L1 engineer has to monitor the server health, restarting servers in case required.

What are the duties of a Level 1 Support Engineer?

POSITION SUMMARY A Level 1 Support Engineer is a mediator for engineering and customers…The L1 is responsible for making sure all customer issues are addressed in a timely and efficient matter. … Manage IMAC and desk side support services. …) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle…

What is the role of L1 in support?

L1 support includes interacting with customers, understand their issue and create tickets against it. The ticket then routed to the relevant L2 support ( Integration support, Server & Storage support, etc …).

What is the role of an L3 support engineer?

L3 – Third Line Support. L3 technical experts resolve issues that are typically difficult or subtle. L3 engineers participate in management, prioritization, minor enhancements, break fix activities, problem management, stability analysis, etc.