You have probably seen this happen within your own team.
A ticket that typically would have been resolved in a matter of minutes. Instead, it gets passed from one person to another because no one is entirely sure who is expected to handle it.
Suddenly, what initially seemed like a minor delay snowballs into a mess of confusion, missed timelines, and frustrated users.
The end result is escalating chaos.
Very rarely is this kind of chaos a byproduct of some advanced technological complexity, as you would likely expect. It is often a result of unclear responsibilities within the support structure.
That is exactly why IT environments rely on a clearly defined L1, L2, and L3 support hierarchy. When every tier understands its role, support flows smoothly, and issues are resolved with confidence and predictability.
In this guide, we will walk you through what the role of a support engineer is at each level, the skills required, the escalation pathway, and how you can grow within this structured path.
Ready to build a stronger support structure across all tiers? Find skilled L1, L2, and L3 engineers tailored to your IT needs.
Get StartedA] What Is IT Support?
The IT support infrastructure extends to all technical assistance provided to users, systems, or applications to help resolve issues and minimize downtime.
What does a support engineer do within this framework?
As a support engineer, your responsibilities could include:
- Resolving incidents
- Maintaining infrastructure health
- Managing configurations
- Monitoring system performance
- Guiding organizations through hardware or software switches.
It would be a mistake to just consider IT support as a troubleshooting function. It is a strategic pillar that allows businesses to adopt new technologies confidently, minimize downtime, and enhance productivity.
As organizations continue to scale and modernize their operations, IT support teams play an important role in planning system upgrades, maintaining security, and resolving issues efficiently.
B] Understanding the L1 vs. L2 vs. L3 Support Engineer Ecosystem and How to Set It Up?
1. Brief Definition Overview
L1, L2, and L3 form the three core levels of the structured IT support infrastructure.
- L1 is the front-line team responsible for handling basic issues and user requests.
- L2 tackles more advanced technical problems that require deeper investigation.
- L3 involves senior engineers or specialists who address root-cause issues, architecture-level fixes, or code-level changes.
This layered structure ensures that each level of support can focus on issues that are ideally suited to their skills and expertise. Every organization will benefit from this, as it not only helps reduce bottlenecks but also increases efficiency and turnaround times.
2. L1 vs L2 vs L3 Support Engineers: Roles, Skills, and Responsibilities Compared
Category | L1 Support Engineer | L2 Support Engineer | L3 Support Engineer |
Primary Role | First-line support handling basic user issues and routine troubleshooting | Handles escalated issues requiring deeper technical investigation | Senior expert resolving complex, recurring, architectural, or code-level issues |
Typical Tasks |
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Technical Depth | Basic OS knowledge and user-level troubleshooting | Strong understanding of OS internals, networking, and virtualization, and the ability to analyze logs and configurations | Expert-level knowledge in networking, cloud, systems, storage, architecture, and scripting/programming |
Skills Required | Communication, customer handling, basic troubleshooting, and time management | Deep troubleshooting, log analysis, networking fundamentals, scripting basics, and cross-team coordination | Advanced analytical skills, architectural thinking, automation, documentation excellence, and cross-department leadership |
3. Setting Up a Tiered Support Model
A well-structured support hierarchy will help your IT organization or MSP deliver high-quality service consistently. Here is how you can go about building it:
Step 1: Define scope and responsibility for each level.
You should clearly define what each tier of support will cover. This includes incident types, escalation rules, and SLAs.
Step 2: Implement tools and ticketing systems.
Identify which ticketing platforms, such as ServiceNow, Jira Service Management, or ConnectWise, will be utilized. This will help your organization streamline the ticket routing, prioritization, and reporting processes.
Step 3: Establish clear communication channels.
Escalation paths, daily huddles, stakeholder notifications, and cross-team coordination protocols should also be clearly established to help your organization maintain total support level alignment.
Step 4: Train and upskill each level.
Scheduling regular workshops, shadowing sessions, certification programs, and knowledge base updates will help your support team stay current and effective.
C] The Role of an L1 Support Engineer
As an L1 support engineer, you will be on the frontline of technical support in any organization and will be tasked with the rapid resolution of routine hardware, software, and network issues.
Your responsibilities as an L1 support engineer will include:
- Logging, categorizing, and prioritizing incoming tickets using a ticketing system.
- Initiating basic troubleshooting for issues like email setup, password resets, basic connectivity issues, and printer access.
- Running pre-set diagnostic measures and following a step-by-step checklist to test and validate common issues.
- Documenting all the issues detected along with the remedial measures initiated before escalating to L2 when required.
- Interacting in a clear and user-friendly manner, as well as setting realistic expectations with the client with respect to resolution timelines.
- Monitoring alerts and detecting patterns that may need to be resolved via escalation.
Skills required include:
- Demonstrating strong communication and customer handling skills.
- Familiarity with remote access tools and ticketing platforms such as ServiceNow, Jira, Freshservice, and ConnectWise.
- Basic understanding of operating systems (Windows/macOS), user account management, and common IT tools.
- Efficient time management and the ability to work quickly under pressure to handle high-volume demands.
Qualifications required include:
- A bachelor’s degree or diploma in IT, computer science, or related fields (preferred but not always mandatory).
- Entry-level certifications like CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation.
- Basic exposure to hardware/software troubleshooting through internships, labs, or project work.
D] The Role of an L2 Support Engineer
As an L2 support engineer, you will handle technical situations that go beyond the scope of L1 teams. You will be expected to take ownership of issues that need deeper investigation, configuration-level fixes, or more advanced troubleshooting techniques.
Your responsibilities as an L2 support engineer will include:
- Examining escalated tickets in detail and using system logs, command-line tools, and monitoring dashboards to identify problems.
- Identifying technical issues involving operating systems, network behavior, user profiles, applications, and overall system configuration issues.
- Applying patches, adjusting configurations, performing recovery actions, and verifying that systems return to a stable and fully functional state.
- Guiding field technicians or on-site teams through hardware checks, cable testing, network port validation, or component replacements.
- Collaborating with infrastructure, development, or cloud teams when dealing with issues stemming from larger architectural or recurring system patterns.
- Documenting your findings clearly, outlining steps taken, and suggesting improvements or preventive measures for future reference.
Skills required include:
- You will need a strong understanding of Windows and/or Linux internals, virtualization basics, and how system components interact with each other.
- A working understanding of essential networking topics such as DNS behavior, DHCP leases, VPN tunnels, routing basics, and firewall access will help you fulfill your core troubleshooting duties.
- Analyzing logs, correlating multiple symptoms, and approaching problems in a methodical and patient manner to accurately diagnose issues and consider them for escalation.
- Being able to perform basic scripting (PowerShell, Bash, or Python) will help you to simplify repetitive tasks or examine data more efficiently.
- Demonstrating a calm demeanor when handling time-sensitive issues and smoothly coordinating with multiple teams without losing clarity.
Qualifications required include:
- A degree or diploma in information technology, engineering, or a closely related discipline.
- Certifications such as CCNA, CompTIA Network+, Microsoft Associate credentials, or RHCSA will help strengthen your technical profile.
- A proven track record in helpdesk escalation, system administration, or NOC-style troubleshooting.
E] The Role of an L3 Support Engineer
As an L3 Support Engineer, you will be considered a senior subject-matter expert who can resolve deeply complex issues and lead long-term improvements in system reliability and architecture.
Your responsibilities as an L3 support engineer will include:
- Taking ownership of complex or recurring incidents passed on by L2 teams and investigating their true root cause.
- Working directly with application code, system architecture, network design, or database behavior to determine why a service is failing or performing poorly.
- Dealing with critical escalations, coordinating with multiple departments, and making quick, well-informed decisions during high-impact incidents.
- Redesigning configurations, refining network paths, adjusting infrastructure components, or implementing architectural changes to improve reliability and prevent future failures.
- Creating scripts and tools and automating processes that make routine tasks easier for L1 and L2 teams.
- Preparing detailed technical write-ups, leading post-incident discussions, and ensuring that implemented solutions are shared effectively across the support structure.
- Mentoring lower support tiers and helping them build the technical background required to grow in their roles.
Skills required include:
- Expert-level capability in networking, system architecture, cloud platforms, storage systems, and virtualization technologies.
- Proficiency in advanced scripting or programming so you can analyze behavior, automate processes, or build diagnostic utilities.
- Deep understanding of security principles, database operations, performance tuning, and high-availability design.
- Exceptional analytical thinking, strong documentation habits, and the ability to handle complex discussions with technical architects, developers, and management teams.
Qualifications required include:
- A bachelor’s or master’s degree in computer science, engineering, or an equivalent field.
- High-level certifications such as CCNP/CCIE, RHCE, VMware VCP, or cloud architect certifications (AWS/Azure) will be highly advantageous.
- Several years of hands-on experience working in advanced system engineering, network engineering, DevOps, or senior-level troubleshooting environments.
F] The Escalation Workflow: How It All Connects
The incident escalation path is a key aspect of a well-functioning IT operation in tiered technical support environments.
You will be expected to identify when an issue belongs within your scope and when it should be moved forward. This will allow the next time to continue resolving the issue without losing time.
Step 1: The L1 Frontline Assessment
The flow begins at the L1 support level. Here, you will be expected to record the details of the issue, attempt initial checks, and decide whether you are able to implement an immediate fix or if it requires deeper analysis.
Step 2: Smooth Handoff to L2
If you have decided that the issue requires a more advanced level of troubleshooting, you will have to pass it to L2 support. Additionally, you will be required to document every step you have taken clearly so that the L2 team can immediately focus on further diagnosis.
Step 3: Escalating to L3
If the issue is complicated enough that it requires advanced architectural insight or long-term corrective action, it will be passed on to the L3 support team.
Regardless of your support level, you will be tasked with ensuring process clarity, timely updates, and transparent communication with the subsequent team.
However, if you can perform within this workflow with discipline and consistency, you can bring down resolution times, reduce inter-team confusion, and keep the entire support structure running smoothly.
G] The Project Lifecycle: From Planning to Deployment
In any IT infrastructure project, each phase will build on the one before it. You will be expected to understand the purpose of each stage so the final system is secure and ready for long-term support.
The process begins at the planning stage. Here you will have to review the requirements, analyze the environment, and determine what components or tools your project might require. Additionally, you will have to interpret the project’s technical expectations and align them with the overall objective of the deployment.
Once the plan is in motion, you could be involved in any of the following:
- Coordination with internal teams or suppliers to ensure the timely arrival of equipment and software.
- Configuring systems, validating connections, and ensuring seamless integration for new components within the current infrastructure during the installation phase.
- Participating in testing cycles to verify system functionality, checking for inconsistencies, and validating solutions.
At the handover stage, you could be tasked with preparing documentation, providing training assistance, and ensuring the environment is fully ready for operational teams to manage. By understanding and supporting each phase carefully, you can help deliver a smoother, more reliable rollout.
You must have a clear grasp of support technician duties across the lifecycle, as well as the ability to collaborate efficiently across teams to increase your chances of success.
Need support engineers with the right mix of technical depth and communication skills? Let us help you find the perfect fit.
GET STARTEDConclusion
Support engineers form the backbone of modern IT operations.
Whether you are part of L1’s frontline troubleshooting or L3’s deep technical expertise, each tier plays a crucial role in keeping projects on track.
As you progress from L1 to L3, it’s important to build the expertise, judgment, and leadership required to design and safeguard entire systems. With the right learning pathway, each tier propels you closer to senior engineering and architectural roles.
Together, this tiered support structure helps bridge the gap between technology design and real-world execution.
As organizations move towards cloud ecosystems and more complex digital infrastructure, the L1–L2–L3 support model will help organizations to scale and innovate with confidence.
Are you looking to hire or become a top L1, L2, or L3 support engineer? Our expertise in IT agency recruitment helps connect top MSP talent with growing businesses. Contact us today to find out how we can support your next hire or career move.
Ted White is the President & CEO of Vertical Talent Solutions and has over two decades of IT recruiting experience. Specializing in assisting Managed Service Providers in securing their ideal roles, his expertise navigates career paths precisely. Connect with Ted White for tailored recruitment solutions today.