What are the differences in L1, L2 and L3 support of jobs in software engineering?

Ans1.

Well, in any IT organization, a support level is based upon the extent of technical assistance provided for
an IT Product or service to its customers. Usually it goes upto 4 levels.

Level 1: It is a Supportdesk where a customer dials in, explain his/her issue and it is equipped with
support staff who have basic knowledge of product/service and skill to troubleshoot very basic
issues/problems of end customers. Like, password resets, software
installation/reinstallation/uninstallation etc.

Level 2: More knowledge, more experience in solving relatively complex issues and can
guide/help/review L1 support folks job in troubleshooting. If a solution is not provided at this level then
it extends to next level of competence and experience

Level 3: They are experts in their domain and handle the most difficult problems, mostly assisting both
level 1 and level 2 specialists. They do also code changes, research and develop solutions for challenging
new or unknown issues.

The fourth level of support can be optional and usually restricted to a software or hardware vendor and
their management team on special issues.

So based upon this answer, choice of job at L1/L2/L3 may be clear by now. It all boils down to level of
expertise, experience and zeal of problem solving/troubleshooting.

Ans2.

L1 or level 1 support includes interacting with the customers, understanding their problems and then
creating a ‘ticket’ against it. A ‘ticket’, also referred to as ‘incident’ is then routed to the L2 or level 2
support. Sometimes the request/grievance raised by the customer is very minor and can be solved by
the L1 support as well.

L2 or level 2 support manages the tickets which are routed to them by the L1. These tickets/incidents
may require some technical knowledge which the L1 team does not posses, in this scenario the L2
support takes over.

L3 is the last line of support and usually comprises of a developer team which addresses the technical
issues. Sometimes the issues reported by customers cannot be solved by L1 & L2 .In that case, the L3
team analyses the issue and fixes it. The issues which the L3 team gets involves code/development
related fixes.

Ans3.
L1 == Learning stage. Expected to pick up sooner. Shouldn't be a hard nut to crack.

L2 == Expected to deliver productively. Expected ownership. Shouldn't be needing the push to deliver.

L3 == Expected to deliver in short span of time errorless. Expected to do things out of the box. Expected
to lead. Expected to be more than just an ASSET to the COMPANY. And here’s the best part… The first to
be fired in times of lay offs for cost cutting.