L1, L2, L3 Support – Roles, Responsibilities, Definition & Interview Q&A

L1, L2, L3 Support – Roles, Responsibilities, Definition & Interview Q&A

What is IT Support (L1, L2, L3)? IT Support is a tier-based support model used by companies to resolve technical issues efficiently. L1 (Level 1): First point of contact L2 (Level 2): Advanced technical troubleshooting L3 (Level 3): Expert-level & backend support

L1 Support – Definition, Work & Role 🔹 Definition (Beginner Friendly) L1 Support is the first line of support that handles basic user issues and logs tickets. 🔹 L1 Support Roles & Responsibilities Receive calls, emails, chats from users Create and update tickets in ServiceNow / ticketing tools Password reset, account unlock Basic software installation Email & Outlook issues Printer & basic hardware checks Escalate unresolved issues to L2 Follow SOPs and SLAs 🔹 L1 Support Skills Customer Service | Ticketing Tool | Basic Windows | Office 365 | Communication

L2 Support – Definition, Work & Role 🔹 Definition L2 Support handles complex issues that L1 cannot resolve and requires technical knowledge. 🔹 L2 Support Roles & Responsibilities Hardware replacement (laptop, RAM, HDD) OS troubleshooting (Windows crashes, BSOD) Network issues (LAN, Wi-Fi, VPN) Active Directory user & group management Office 365 & Google Workspace admin tasks Asset management & CMDB update Root cause analysis SLA management Vendor coordination 🔹 L2 Support Skills Desktop Support | Network Basics | Active Directory | Office 365 | Asset Management

L3 Support – Definition, Work & Role 🔹 Definition L3 Support is the highest level of technical support and works on backend systems and root cause fixes. 🔹 L3 Support Roles & Responsibilities Server administration Firewall & network design Cloud (AWS/Azure) support Patch management Automation & scripting Security incident handling Permanent fix implementation Product-level issue resolution 🔹 L3 Support Skills Server | Firewall | Cloud | Security | Automation | Deep Troubleshooting L1 vs L2 vs L3 – Difference Table (SEO) Interview Questions & Answers – Beginner to 3+ Years Q1. What is the difference between L1, L2, and L3 support? Answer: L1 handles basic issues and ticket logging, L2 handles technical troubleshooting, and L3 handles backend and expert-level problems. Q2. When do you escalate a ticket from L1 to L2? Answer: When the issue requires admin access, advanced troubleshooting, or cannot be resolved using SOPs. Q3. What type of issues are handled by L2 support? Answer: OS issues, hardware failures, VPN problems, network connectivity, Active Directory, and application errors.