In my previous article I have given roles for L1 and L2 support engineer with example in detail. This article gives you roles and responsibilities of L2 Support Engineer in detail. L3 Support engineer is nothing but developer who is responsible to do customization of the application.This article gives you detailed information about day to day roles and responsibilities of L3 Support engineer.
Roles and Responsibilities of L3 Support Engineer :
An L3 stands for Level 3 Support Engineer is highest level of technical support in It support Hierarchy. The set of people who are responsible to handle the most complex issues and provide the expertise in specialized areas and collaborate with other teams for long term solutions and system improvements.
Responsibility 1 : System and Application expertise
L3 engineers are specialized and experienced support engineers who are specialized in specified application technologies and databases as well as networks. They are key responsible to manage and maintain the infrastructure which includes servers ,cloud and virtual platforms. They are responsible to provide top level support to software application and integrations too.
Responsibility 2 : Advanced Troubleshooting and Resolution
L3 Support engineers are responsible to handle escalations coming from the L2 support teams and resolve unsolved and complex issues withing specified SLA. They are people who are responsible to perform root cause analysis for complex issues and providing permanent fixes (Hot fixes) for recurring issues.
Example : If L3 team got complex high priority issue which requires the permanent fix (Coding fix) Then they are responsible to raise change request for same and provide permanent fix.
Responsibility 3 :Collaboration with Other teams
L3 support team is responsible to collaborate with other teams – Dev team,DB team ,performance engineering team and provide permanent fix to the problem.
Responsibility 4 : Implementation of Solution and proactive maintenance
L3 support engineer is responsible to analyse system logs, Performance data and its trends and also responsible to optimize the solutions. They are responsible to propose best and optimized architectural solution. L3 support engineer is responsible to develop and deploy the scripts ,patches or updates to address technical issues.
Example : If L3 support team find out that the system performance is not up to the mark due to some architectural gaps. They are responsible to suggest and optimize those solutions.
Responsibility 5 : Innovation and Research
L3 Support engineer is responsible to Evaluate solution and recommend new tools and technologies for IT improvements.
Example : If L3 support team suggest rally software for Issue management and tracking to improve issue management system ; they management require to check and onboard rally as software or any other software to improve IT system.
Responsibility 6 : Leadership as well as Mentor to L2 and L3 teams
L3 Support engineers are mentors to L2 and L3 Teams guiding their technical growth. They are also responsible to provide the leadership during complex issue resolution.
Example : If deployment team faces issue at time of production deployment which L2 L1 team does not able to resolve on time. Then L3 team needs to provide them guidance on steps to resolve issue.
Key Skillset for L3 Support Engineer :
1.Technical expertise with good experience in operating systems ( Linux,Unix,Windows,MAC)
2. Proficient in networking concepts with experience like routing ,vpn,firewalls
3. Proficient in advance database management concepts with knowledge of currently coming cloud platforms (AWS,AZure)
4.Strong Analytical and problem solving skill
5.Good communicator and collaboration.
L3 support engineers are expertise in resolution of complex issues and make sure that continuous improvement process is implemented properly for organization. I hope you like this article. If you like this article or if you find out any issues feel free to add comments .
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