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L3 support

Posted on 2008-10-24
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Last Modified: 2013-12-23
Any idea whats the works for the L3 support enginer in the web hosting company will be.( Network + Linux)

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Question by:linuxraja
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msklizmantas earned 500 total points
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hi,

it really depends on the hosting company, but generally it is something like that:

level 1 support - directly interfaces with customers, solves their issues with account management, helps with easy tasks, replies to questions on what is supported by the hosting company, what packages are available, etc. Minimal (if at all) touching of the system. If level 1 support cannot solve the issue it goes to level 2.

level 2 support - are more experienced guys, who can fix problems if they occur on hosting platforms - they maintain them. For example they can install packages for customers, configure software according needs of the customer or advice about system performance. Rarely they contact the customer directly.

level 3 support in hosting environment usual make more strategic decisions on how to implement network configuration, how to automate deployment of systems, general configurations, they are evaluating which software to use to achieve goals (for example which mail system solution to use), responsible for security practices and interfacing with vendors in case of bugs. They also help level 2 support with sophisticated configuration issues, performance monitoring/tuning, etc. Usually systems are deployed by level 3 support engineers.

There are many possible ways of how companies work, depending on the size of them, what solutions are offered and what is the level of customer experience, so you must not take this as perfect setup.

If something is not clear or you have more questions - please let me know.

m
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