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what is L1 and L2 engineers in information technology?
This question is often asked for the interviews in inormation technology. I want defination and explanaion?
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2 Answers
Bharat,
the distinguish between L1, L2, L3 and sometimes L4 is mostly vague and very often used and defined differently. If you are working with Service Providers the rough distinguish between L1, L2 and higher levels (L3, L4) is often made as follows:
L1 - basic Helpdesk function, call taking, call handling and easy problem resolution based on decision tree's or helpdesk articles.
L2 - specific problem diagnosis and problem resolution made by staff which does already have basic specific skills in a certain IT area (e.g. Intel or Unix Platform, Networking etc.) An L2 engineer should handle alerts generated by monitoring systems and implement "BAU" changes on existing infrastructure and perform more detailed problem analysis and information collection for request and issues which are more complicated / sophisticated and will need to get moved to "higher" functions (L3, L4).
L3 - here are the real experts with the indeep specific technical knowledge - HP calls its L3 function "Deep Technical Support". Usually and L3 engineer does have multiple years of experience in a certain area and also Vendor specific certifications.
L4 - this level is sometimes mixed into L3 but in some cases L4 is the additional support you are getting from your infrastucture supplier based on service contracts you settled.
So in a nutshell the difference between L1 and L2 how I see it is that an L1 engineer does not necessarely need specific skills within a specific sub area but an L2 engineer should (must) have basic skills and knowledge about a certain IT area.
As a matter of fact big Service Providers (e.g. IBM, HP) usually select their L1 Helpdesk Staff more based on language skills than on technical skills while L2 or L3 engineers are getting selected by their technical skills and expertise.
I hope this does help.
I tend to think of Level 1 as the first point of contact. For efficiency and customer satisfaction, it is always my goal to improve the number of service events that can be completed by level 1. This is done through improvements in technical knowledge, improved knowledgebase info and improvements in tools. Level 2 is the group that Level 1 escalates to if it cannot close an incident. Likewise Level 3 has deeper and narrower subject matter experience. Since improvements to efficiency and knowledge should always be moving from level 3 to 2 to 1, it is not appropriate to define long term boundaries on the knowledge level of Level 2 or 3.
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