Difference Between Level 2 and Level 3 Helpdesk Job Roles

The IT infrastructure of any organization relies heavily on its IT support personnel. IT support, also known as the help desk, assists the organization’s employees regarding any IT-related issues that may arise. They are a vital part of maintaining productivity, preventing data loss, and enhancing cybersecurity. However, to ensure efficiency and quick and effective problem resolution, they are divided into three levels (L1, L2, and L3).

While level 1 offers primary support, the role of level 2 and level 3 is a bit more advanced. In this guide, we will break down the difference between level 2 and level 3 help desk roles and how you can develop your career from a level 2 to a level 3.

A] What are the Responsibilities of Level 2 IT Support?

A level 2 IT support professional has a higher knowledge base about the apps, systems, and issues involved in the company’s IT structure. When a level 1 IT support specialist cannot provide the desired level of assistance, they escalate the issue to the level 2 technician. Generally, the level 2 IT support technician conducts troubleshooting for hardware malfunctions, software glitches, error messages, credential mismatches, and bugs. Their role is to diagnose the root issue, fix it, and document the process for future use. However, if a level 2 cannot fix an issue, they are required to raise a ticket to move the query to level 3. In addition to fixing bugs and errors, they must also have good customer service skills to ensure a smooth transition.

B] What are the Responsibilities of Level 3 IT Support?

The people occupying this role are either system engineers, architects, or software developers. They have high subject matter experts, as they are often the coders and creators of the IT system and software used. They also have a higher level of clearances and credentials in the organization. This means that when a level 2 cannot resolve a query due to either knowledge gaps or limited access, it gets escalated to a level 3 support. A level 3 support doesn’t just resolve individual queries but also fixes the root cause of the issue. They do this through rewriting system codes, adding app functions, server maintenance, and addressing functionality gaps. Once the root changes are done, they then inform and educate the lower help desk support levels regarding the changes. 

C] Key Differences Between Level 2 vs Level 3 Helpdesk

1. Scope of Work

The level 2 support is required to troubleshoot problems and resolve issues escalated from level 1. They possess a wider knowledge base as compared to basic support, including regarding software bugs and configuration errors. On the other hand, level 3 support works with more complex and unique problems that require an overhaul or significant changes to the infrastructure. They perform code-level diagnostics and are required to find and implement the necessary solutions.

2. Technical Expertise

A level 2 technician must possess a solid knowledge base regarding the common and complex IT systems employed in the organization. They must be able to handle moderately complex issues using diagnostic tools, scripts, and known workarounds. However, the level 3 has technical expertise far surpassing the level 2. Level 3 personnel are subject matter experts or engineers with advanced technical skills, such as programming, system architecture, or deep product knowledge.

3. Authority & Access

While a level 2 may have higher authority and access than a level 1 support, their access is still limited. They are given enough access to conduct diagnoses, run commands, and implement minor bug fixes. They cannot move forward with changes that affect the organization’s infrastructure without the approval of Level 3 or a decision-maker. Contrarily, level 3 support has unrestricted access to back-end systems, source code, and production environments. This elevated access enables them to make code changes, modify system settings, or implement advanced fixes that are outside the scope of Level 2.

4. Escalation Role

When the problem is beyond the scope of a level 1 basic support, it is escalated to level 2. Once the escalation is done, the need to resolve the escalated tickets through troubleshooting and documented solutions. If the issue is too complex or undocumented, it is escalated to Level 3. Level 3 is the final point of escalation and is responsible for deep-dive analysis, long-term solutions, and potentially contributing to product improvements or bug fixes.

5. Problem Complexity

Level 2 deals with recurring or moderately complex issues that follow known patterns or behaviors. These problems often have existing solutions or require procedural troubleshooting. Meanwhile, level 3 is responsible for problems that are complex, rare, or critical. These problems need system access and credentials that only someone in the level 3 tier can possess.

D] Career Path and Progression

If you are a level 2 support technician and want to move to the next tier, having the right knowledge and skills is essential. During your time as a level 2, you need to build your knowledge base and improve your skills through hands-on experience, courses, and qualifications. To become a level 3 technician, you need to dedicate yourself to continuous learning and upskilling. Key skills that you need to focus on include knowledge sharing, solution development, and root cause analysis. 

Conclusion

Both level 2 and level 3 have their unique job roles, and understanding the differences between level 2 and level 3 help desk roles is essential for both IT professionals and organizations. While Level 2 focuses on advanced troubleshooting and support, Level 3 handles the most complex issues requiring deep technical expertise and system access. For those aiming to grow from Level 2 to Level 3, continuous learning, technical certifications, and hands-on experience are key.

If you are looking for IT support staff for your organization or you are an IT support professional looking for a job change, get in touch with us today. VTS is a leading and reputable IT recruitment agency in the USA, helping IT professionals and MSPs find their right match.