What are roles and responsibilities of L2 Engineer?

I have started this new series of how to become application support engineer. This article will give you brief about L2 Engineer and his day to day activities in detail. I would like to provide example of each so that it will be easy to understand to the users.In my previous article I have given detailed roles and responsibilities of L1 support engineer with Examples. Also you can check the L1 support engineer interview questions in detail. This article will give you information about L2 support engineer with example each.

Roles and Responsibilities of L2 Support Engineer :

L2 support Engineer are responsible for resolving complex issues which L1 support engineers can not resolve. L2 stands for Level 2 support. The issues which are escalated from L1 will come to L2 engineers.They are nothing but escallation point of contact and will troubleshoot the issue which L1 support engineer can not.

Responsibility 1 : L2 Engineer Advanced Troubleshooting of issue

The first responsibility of L2 support engineer is advanced troubleshooting which L1 team can not performed. L2 support Engineers needs to perform root cause analysis of issue for reccuring problems or complex issues.

Example : Lets take example of one of the banking application and accountant is not able to see the accounts of users due to some configuration issue. L2 support engineer will configure that particular accountant’s account and perform root cause analysis for the same.

Responsibility 2 : System and Application support

The second responsibility of L2 engineer is to manage and support Enterprise applications,databases and the servers. L2 engineer is having enterprise application access and database and servers access to scrutinize the issue. Also L2 engineer is responsible to perform complex patching,updates and configurations if needed.

Example : If user is facing issue in databases and it has reported to you. L2 support engineer is responsible to perform database troubleshooting and need to resolve issue.

Responsibility 3 : Incident Management and SLA responsibilities

L2 Support engineer is responsible for incident management and following the SLA defined with the client.They are responsible to update tickets with detailed logs , troubleshooting steps and resolutions.

Example : For database issue there is defined SLA for 8 hours then its responsibility of L2 Support engineer to follow and resolve the issue in 2 hours.

Responsibility 4: Change Implementation and Change management

The L2 Engineer is responsible for implementing the configuration changes,System upgrades and feature enhancements as required. L2 support engineers needs to support deployments and verifying the changes on production after deployment.

Example : After resolving the configuration related issue L2 support engineer needs to perform the checks of implemented change is properly executing in production enviroment.

Responsibility 5: L2 Engineer Effective Escalation management

The L2 support engineer is responsible for effective escalation management. L2 support engineer is liaison between L1 and L3 support teams. Its their duty to escalate complex issues on time adhering the SLAs.

Example : If some of the database issue is related to actual coding which L2 support team does not have access. L2 engineer is responsible to assign that issue to L3 team accordigly.

Responsibility 6 :Collaboration and End user training and assistance

Sometimes L2 support teams are responsible to provide advanced guidelines to the users on application related functionality or system related features. Also L2 support engineer needs to closely work with the multiple teams like networking,development and cybersecurity.

Example : Lets say new feature introduced which is small feature. Its L2 support team’s responsibility to collaborate with end users and give small training to user so that user can use that functionality effectively.

Key Skillset Required for L2 Support Engineer :

1. Good knowledge of Operating Systems( Windows, Linux and MacOS)
2. Familiar with networking concepts( TCP/IP,DNS,VPN,Firewall)
3. Good knowledge on Server Monitoring and server management.
4. Strong analytical and problem solving skill
5. Good communicator and collaborating skills
6. Experience with monitoring tools (Nagios etc)

Video For L1 Support Engineer roles and responsibilities :L2 Support Engineer Roles and Responsibilities | L2 Support Engineer Kya karta hai? #support #IT (Subscribe for good content and free PDF)

I hope this article will give you correct concept of L2 Support engineer roles and responsibilities with examples.