In this series we are starting with Roles and responsibilities of L1 support engineer . In this series of articles i am trying to give the end to end information about application support engineer and how to become application support engineer. This article will give you the details about roles and responsibilities of L1 support engineer with examples in detail. The application support engineer not only work on the support activities but also work on the SQL and UNIX related support activities as well. The question here is L1 support engineer needs to work on SQL or UNIX activities or not and what are day to day responsibilities of L1 support Engineer.
Roles and Responsibilities of L1 Support Engineer :
L1 Support Engineer is first point of contact in IT support or Helpdesk team. The production issue will come to IT support team or helpdesk team and the L1 support engineer needs to pick the issue at this stage. The primary role for the L1 support engineer is to provide technical support to users and resolve basic issues.
Responsibility 1 : Incident Logging and Management :
The first important responsibility of L1 support engineer is logging the incident or issue. The user of specific application will come to helpdesk via phone or Email and L1 support engineer needs to log the issue in incident management tool deciding its priority.
Example : If User is using the swiggy application and he is not able to place order on particular restaurant . The user will reach out to helpdesk and L1 support engineer needs to troubleshoot issue initially and log that issue in JIRA/Ralley software.
Responsibility 2 : Basic troubleshooting of Issue
The second L1 support engineers responsiblity is to diagnose and resolve common IT issues.
Example : Lets say Use trying to set up the password of some application and he/she is not able to do it. He/she will reach out to L1 support engineer and responsible to resolve that password reset issue.
Responsibility 3 : Escalation to upper teams
There might be chances that complex issues will come to the helpdesk team. Its duty of L1 support engineer to check the issue and transfer it to L2 or L3 team.
Example : If some of the application is not working for specified user and user is getting some error. After restarting server or doing initial troubleshooting also the issue has not resolved yet.Then its duty of L1 engineer to pass this or assign that incident to L2 or L3 team.
Responsibility 4 : Monitoring Servers using monitoring tools
The important responsibility of L1 support engineer is monitoring using multiple monitoring tools -loke application server issues, Performance issues .Also L1 support engineer needs to log the issue related to same.
Example : If Application is not working properly and it is slow. L1 support engineer needs to check the artifacts in monitoring tool and accordingly need to raise the incident.
Responsibility 5 : Effective Customer Communication
Its duty of L1 support engineer to provide timely updates to user regarding the raised incident. The other important responsibility of L1 support engineer is to have effective communication with user in professional manner and make sure that issue is resolved on time.
Example : If any patching is happening on application and application will be down for half an hour due to that maintenance activity. The L1 support engineer is responsible for sending that communication.
Responsibility 6: Adhere the SLA and Closure of incident on time
L1 support engineer needs to follow the service level agreement properly and needs to resolve issue on time .After issue is resolve confirm and check with user that issue is resolved and close ticket accordingly.
Example : If some application functionality is not working properly and the issue got resolved. L1 support engineer needs to make sure contacting user that SLA has been followed and issue is resolved on time.
What are Key Skills required for L1 Support Engineer?
- L1 Support engineer needs to have good communication skill so that he/she will understand the issue properly
- L1 Support engineer needs to have basic understanding and knowledge of IT systems,networking and software.
- L1 Support engineer needs to have knowledge on ticketing tools like JIRA Ralley Zendesk
- L1 Support engineer is willing to learn new technologies
- L1 support engineer needs to have problem solving ability and know when and where to escalate issue.
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These are some important roles and responsibilities of L1 Support Engineer.