L1 (Level 1) Support Engineer
L1 Support Engineers are the first line of defense in the support team. They handle basic and common issues, providing direct support to end-users or clients, typically via phone, email, or chat.

Responsibilities:

Respond to and resolve customer issues related to software, hardware, or network systems.
Provide basic troubleshooting and support, such as password resets, account setup, and software installations.
Log and track issues using a ticketing system, escalating more complex issues to L2 or L3 support as needed.
Follow predefined workflows and scripts to resolve known issues.
Document issues and solutions for future reference.
Maintain communication with customers to provide updates and ensure issues are resolved.

L2 (Level 2) Support Engineer

L2 Support Engineers handle more complex issues that L1 support cannot resolve.
They require a deeper technical understanding and are often involved in more detailed troubleshooting and problem resolution.

Responsibilities:

Manage and resolve issues escalated from L1 support, involving more complex system or application problems.
Perform advanced troubleshooting for hardware, software, and network-related issues.
Work closely with other IT teams to identify and resolve root causes of recurring issues.
Configure and manage system and network components, ensuring optimal performance.
Provide mentoring and guidance to L1 support staff.
Document solutions and create knowledge base articles for recurring issues.
Interact with vendors and third-party providers for escalated issues or to implement solutions.

L3 (Level 3) Support Engineer
L3 Support Engineers are experts in their field, handling the most complex and critical
issues that L2 support cannot resolve. They are often involved in system architecture, high-level
problem resolution, and may work on special projects.

Responsibilities :

Resolve highly complex technical issues escalated from L2 support, often requiring in-depth analysis and troubleshooting.
Design and implement advanced solutions to prevent recurring issues.
Work on the development and deployment of new technologies or systems within the organization.
Lead incident management efforts for critical issues, including root cause analysis and post-incident reviews.
Provide expert-level support for system, network, and software issues.
Create and maintain technical documentation, including system architecture and support procedures.
Provide training and guidance to L1 and L2 support teams, and occasionally to other IT staff.