What is the Level 1, 2, and 3 support?

As per my practical experience Level 1 support means, the users getting support directly from the people they call for assistance. In an MNC work culture there will be a toll free number for the users to call. The agents who attend this call will try to resolve the user issues directly, that is Level 1 Indicates.

 

Level 2 : In case that agent cannot resolve this issue online, they will transfer this case to the support peoples they can directly visit the user desk or side to resolve this issue by raising a ticket using ticketing tool.

 

Level 3 : This is the level of support, that user issue should be escalated to the next level were the direct visited support engineers cannot resolve this issue and they should depend the support from another team. Example : Wintel team, Network team etc..

 

Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer ,Hardware configurations etc...

Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.

Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.

 

 

 

As my opinion Level 1- Helpdesk Telephone Support About 10 mins of semi-technical person seeing if its something simple. Can you turn it off and on again or looking for errors. Failing that they log a spiceworks ticket and pass to Level 2 Account unlocks and basic bits and bobs also go here. Level 2- Technician Level Physical Visit/ Software Install / Hardware failure or miss configuration. Level 3- Sysadmin Level Security Impact, Major issue affecting multiple users, server issues, site failures, networking problems (That are not the cable in the back of the PC) We also have a 4th level which is out ICT manager. The above assumes there is a problem. Anything that is a change goes to management to authorise and then they pass the authorised ticket back to level 2-3 depending on its requirement.

L1 – First Line Support: Telephone helpdesk or answer center support

This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client. L1 support typically includes individuals that have very limited technical expertise. L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools. L1 is intended to be the first to acknowledge an incident. L1 support tracks tickets until successfully resolved. L1 engineers can implement basic, documented break-fix tasks along the lines of following a cookbook recipe. L1 personnel will typically escalate to an L2 resource and follow documented escalation procedures, again, like following a cookbook recipe. Depending on the vendor, L1 technicians will have from 0 to 4 years of prior relevant experience. At Appnomic, L1 engineers generally have at least 2 years of prior relevant experience.

L2 – Second Line Support

These technicians have more experience than L1 support technicians and manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L2 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management, etc. They are expected to escalate to the L3’s when documentation is insufficient to complete the tasks or do not solve the incident. L2s usually have and maintain a Run-Book which they can use for immediate resolutions. They collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors. L2 engineers will typically escalate to an L3 resource and follow documented escalation procedures. At Appnomic, L2 engineers generally have 4 or more years of experience on a specific technology platform (e.g., Windows servers, Oracle Database, etc.).

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. These support leaders have specific, deep understanding and expertise in one or two technology platforms (for example, an Oracle database administrator or a Windows Admin). L3 engineers are proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4. L3 engineers may have root or administrator access to basic systems. Appnomic L3 engineers generally have 8 or more years of relevant experience.

As per the word LEVEL, it explains everything followed by numbers 1,2 and 3. Technically it is simple to understand the type of work and responsibility. This levels relevant to support industry where clients can ask for help. When client calls first time then he wiil be attend by Level 1 employee, Level 1 employee is junior level employee and he only resolve basic issues of client over phone or email or by chatting. 

If Level 1 employee unable to resolve any query or issue then that ticket will forward to Level 2 employees. Level 2 employees are experienced and have ability to resolve 80% of issues over the phone or by chat. They are senior than Level 1 employees and have more experience. 

In case Level 2 employees unable to resolve any issue then they forwards it to Level 3 employees. Level 3 employees are experienced and have more knowledge and responsibility than Level 1 and Level 2. 

In short Level 3 employees can resolve any issues.

• Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
• Level 2 support – In my world , this is generally reserved for desktop, laptop, and other user device support but it may also share work with Level 3. Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates. Depending on the Help Desk organization, a level 2 tech may either 1) be limited to only solving known issues and escalate new issues to level 3; or 2) be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.
• Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.

*Level 1 of support:

Is the most technical unit , it mission is the online resolution in a determine number of case (generally moreover than 75% of cases).

*Level 2 of support:

it correspond to many intervention of specialist by domain, the treatment is  effected  in service center or by removal to site.

*Level 3 of support:

It correspond to a high expertise level in the domain and often needed a  direct relationship with constructor (or editor) or the  application manager.

Level 1 – The person is trained to diagnose and resolve common problems typically going through the exact same FAQ pages / knowledge-base that an end user might go through if they are available. They are often referred to as “by the book” technicians because if the problem is not something that some one previously documented a fix, they need to pass the ball.Level 2 – This is the person who gets the ball from level 1 for those problems not documented. Their training, skills, and personality to think to a degree outside the box.Level 3 – the level 3 technician sills often approach entry level server administration skills, and they may even have root level access to the servers. They typically help the system administrators, and handle issues for which level 1 and level 2 cannot handle that still don’t require a regular system administrator to handle

• Level 0 support – Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting ITIL support, and knowledge base lookup. Level 0 support is performed without the aid of a Help Desk technician.
• Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
• Level 2 support – In my world , this is generally reserved for desktop, laptop, and other user device support but it may also share work with Level 3. Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates. Depending on the Help Desk organization, a level 2 tech may either 1) be limited to only solving known issues and escalate new issues to level 3; or 2) be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.
• Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.
• Level 4 support – Not a commonly used term. Level 4 refers to those people outside your organization that you can escalate issues to. This usually involve hardware and software vendors, such as vendor software support, printer and copier maintenance, heavy equipment maintenance, depot maintenance, etc. Level 4 support is contracted by an organization for specific services, but they are not part of the organization.

More detail: http://www.taraspan.com/blog/how-can-we-define-l1-l2-l3-support-for-saas-companies/

Level 1This is for hardware. It requires physical presence at the datacenter. Activities such as installing the machine at the datacenter, configuring the initial remote management utilities, configuring IP addresses, binding IP addresses, configuring networking options, configuring Switches, hubs and routes, Load balancing configurations etc.Level 2This involves all tasks related to installation and configuration of software. Like installing the operating system, Web server, Database, configuring various parameters to optimize performance and initial configuration to get the particular application up and running. Level 3This involves all tasks related to using any particular software application. Example..adding a virtual host to Apache/IIS, or adding a database, adding a Specific programming support, troubleshooting particular software etc.

The initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem." The goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level. If L1 cannot resolve the issue raised, then L1 will raise it to L2 support for further investigation.