L1, L2, and L3 are commonly used to describe the levels of technical support within an IT organization. These levels help categorize the nature of the support request, and determine which team member is best equipped to handle the request. Here is a general description of each level:
- L1 Support: Also known as “Level 1” or “front-line” support, this is the first point of contact for an end-user who is experiencing an issue. L1 support staff are typically responsible for answering basic questions, diagnosing simple issues, and providing first-level resolution. They may also be responsible for escalating more complex issues to higher levels of support.
- L2 Support: Also known as “Level 2” or “intermediate” support, this level is responsible for resolving more complex issues that cannot be resolved by L1 support staff. L2 support staff have a deeper knowledge of the systems and applications they support, and are able to troubleshoot more technical problems. They may also assist L1 support staff in resolving issues.
- L3 Support: Also known as “Level 3” or “expert” support, this level is responsible for providing the highest level of technical support. L3 support staff have a deep understanding of the systems and applications they support, and are responsible for resolving complex and critical issues. They may also assist L1 and L2 support staff in resolving issues, and may provide training and guidance to lower level support staff.
It’s important to note that the exact definition of L1, L2, and L3 support levels can vary from organization to organization, and may also include additional levels of support. However, the general concept of escalating issues to higher levels of support remains the same, and helps ensure that end-users receive timely and effective resolution of their technical problems.