Second level support provides in-depth technical support when the 1st level support or help desk is not able to solve an incident. What’s exactly the role of the level 2 support? Dive with us into the role, responsibilities and more!
What is second level support?
As the name suggests, second level support is the second level or second line of a company’s IT support team. The customer may have already had contact with a support employee (on the help desk support) by the time they land on the 2nd level support.
2nd level support helps customers solve more technical issues usually by remote diagnosis on the phone or via Internet online support in a timely manner. In contrast to the general first level support technician, a 2nd level support worker has to have real technical expertise in order to be able to help the customer, who is usually an absolute layman.
Second level support is also known as 2nd level support, level 2 support, second line support, T2 or L2.
Organizations and companies split customer support into these different support structures in order to process customer requests and queries more efficiently.
If there is only one general service question, you don’t have to call on an IT specialist from second-level support. A first level help desk agent is often sufficient for this, and the same is true the other way around.
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What does second level support do?
The role of second level support is characterized above all by technical competence in the IT area. They provide a more in-depth technical support that the first level support so they know better the product, service, or software they are providing support for.
Customer service today is, of course, one of the most important services that all large companies in the IT sector must offer their customers.
First level support, which is usually the first step before second-level support, is primarily responsible for general customer problems, for example at the service level. In the event of technical problems or if they are not able to provide a solution, the 1st level passes the incident to the level 2 support. If the second level also finds no solution to the problem at hand, it escalates to the 3rd level support.
What are the tasks of a second-level supporter?
- Finding solutions from previous cases using the Knowledge Base
- Working the life-cycle of a help desk incident
- Collect information on the problem to pass it to T3 if necessary
- Adding further information and items (Assets, configuration items, clients, etc) to the initial job definition
- Closing and re-assigning jobs
- Handling break/fix and configuration issues
- Guiding customers on troubleshooting
- Monitor available tools for issues (network, server…)
- Review information and training available for first level support
Where can I work in L2 support?
You can work for practically any company in the IT or electronic equipment manufacturing industry that provides in-house customer service – which is usually the case with large companies.
What skills does a second level technician need?
Second level support agents generally need to build on skills required by first level support.
In order to be able to provide technical support, you need to have a certain set of technical skills and be experienced with the product or software you are providing assistance with. These include:
- Technical knowledge regarding company product and services
- Involved technical understanding of industry standards and practices
- Strong communication skills
- Technical writing ability
- Knowledge of relevant tools and applicable software programs.
- Analytical skills
- Communication skills
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Background: How do you become a 2nd level supporter?
You can become a T2 specialist in the IT sector if you have a technical background.
Holding a bachelor’s degree in computer science, telecommunications or network engineering are common backgrounds in the role. Generally, previous experience working with servers, networks or similar telecommunication technologies is required.
As L2 support at an IT company, you will receive further technical knowledge and in-house training relevant to the company’s products and/or services.
Smaller brands often outsource this level of their customer service to call centers and other external service providers. Depending on basic education and requirement, an average salary of $40,000 – $45,000 is not uncommon in this specialized IT role.
A few years of experience can result in a higher salary of around $55,000 whereas seniors in the industry can pull in $70,000.
The average freelancer hourly rate of a level 2 support agent on freelancermap comes out to $132 per hour. Considering an 8-hour working day, the daily rate is around $1096 per day (freelancermap rate index – as of November 2019).