Role of L2 Support in Modern IT Organizations

In today's digital world, L2 support teams are increasingly important in modern IT businesses. As technology becomes more complex and user bases grow dramatically, so does the requirement for specialized support. In an HDI survey, more than 78% of organizations indicated an increase in the complexity of support requests, highlighting the importance of L2 support. These teams act as a critical connection between frontline support and subject matter experts (SMEs), bridging the knowledge gap caused by the vastness and complexity of modern systems. 

In this blog, we will discuss the importance of L2 support in IT organization. 

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L2 Support: The Backbone of IT Efficiency

In today's constantly shifting digital landscape, L2 support teams play an essential role in comprehending the complicated web of interconnected systems, troubleshooting complex difficulties, and offering prompt resolutions to minimize disruptions and assure smooth operations. Their expertise is critical for ensuring operational efficiency, improving user experience, and increasing organizational productivity.

L2 support teams are responsible for resolving escalated issues that demand a profound understanding of the underlying technology and processes.As technological issues grow in complexity, these teams are confronted with mounting expectations for a diverse skill set and a robust comprehension of the organization's systems and applications. A recent study by Gartner revealed that 64% of organizations are grappling with a shortage of skilled IT experts, which is impeding their ability to deliver effective support services. 

Challenges Faced by L2 Support Personnel During Peak Hours

During peak hours, IT support agents may receive excessive alerts and support requests, particularly if robust automation measures are not in place. Without the right technology, tools and practices, the L2 support team can quickly become overwhelmed, affecting the company's bottom line and customer experience, mainly when working on mission-critical systems.

• Alert Fatigue
  Alert fatigue can set in as the support engineer is exposed to a high frequency of notifications.  The alerts may have varying degrees of importance, with many being unimportant and some of the more significant alarms going unnoticed as a result.
  
  
• Manual Tasks (Jira Ticket Creation)
  The manual and repetitive process of copying and pasting error notifications from Slack to Jira is time-consuming and prone to errors. As the number of concurrent alerts grows, so does the possibility of errors, which could result in data inaccuracies and issue resolution delays. This highlights the need for automated solutions to streamline these activities.
  
  
• Inefficient Coordination
  Because the context for each issue is stored in Jira tickets, L1 support must manually go through a list of Jira tickets before they can fully understand the problem. This manual work indicates that in a high-severity incident, precious time is lost while the L1 and L2 teams collaborate to establish what should be addressed first.
  
  
• Context Switching
  Due to the non-existent alert categorization, support teams have to juggle issues from different product and service degradations, leading to cognitive overload and potential mistakes.
  
  
• Lack of Prioritization
  During peak hours, it is challenging to prioritize alerts properly since the sheer amount of notifications might overload support agents, making it difficult to distinguish between important and non-critical concerns.
  
  
• Delayed Response Times
  With limited resources and a high volume of warnings, response times can degrade, resulting in extended downtimes or service disruptions that harm customer satisfaction and business operations. 

• Resource Constraints
  Peak hours often put a strain on IT support teams, since they may not have sufficient employees to handle the increased task, resulting in burnout and potential errors due to fatigue.

• Knowledge Gaps
  In complex IT settings, not all L2 support people may have comprehensive knowledge of every system or application, making it difficult to troubleshoot and resolve issues effectively during peak hours. 

To address these issues, companies can consider investing in GenAI-enabled support automation platforms like Enjo.ai. Enjo.ai can speed up support request resolution by automating answers and ticketing directly for end users and helping support agents while they work on the requests. Addressing these pain points allows businesses to increase the productivity, accuracy, and overall efficacy of their L2 support processes, even during peak hours.

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Enjo.ai : Powering Efficient L2 Support Operations

Needless to say,  L2 support teams face above-mentioned challenges due to the increasing complexity of modern organizational infrastructure and rising customer bases. Because no single team has a comprehensive understanding of every part of the platform, the breadth and complexity of technical issues continue to grow. This makes it critical for L2 teams to remain ahead of customer issues and provide an uncompromised customer experience (CX).

Organizations that rely on Jira to manage issues manually frequently face the issue of an uncoordinated response to rapidly evolving customer issues. To ensure that L2 teams can function effectively, a tool that acts as an intermediary between L3 Support, Jira, and L1 teams is required. Jira and Slack are the foundations of modern technical support.

L2 support teams are usually required to monitor Jira for any open issues that need to be resolved. While this support system is manageable for many, it is not scalable. This method of handling problems is also inefficient and will harm your team's morale in the long run.

As mentioned before, Enjo is a game-changing end-to-end automation solution that tackles these problems by giving a single perspective of the defect resolution process, dramatically increasing the productivity of L2 support teams. With Enjo, L2 teams can quickly assess the importance of customer complaints, allocate them to L1 teams as needed, and automatically create Jira tickets - all without leaving the familiar Slack environment.

How Does Enjo.ai Helps? 

Enjo empowers support teams by letting them focus on what matters most - deciding which issues are of the highest priority and rerouting those to L1 support teams.

Since your customer experience is linked with how quickly your technical support teams can resolve issues it is vital to have a system in place to quickly categorize and route alerts as needed.

If the number of alerts increases beyond a certain number it becomes very challenging to keep track of the progress and create a trail of accountability.

Enjo lets you quickly track open issues and deal with them accordingly. When a notification comes to the L2 support teams it is possible for them to instantly create a new issue in Jira with a single command. This eliminates the need to manually create a ticket. 

It is also possible for them to route the issue to L3 support if it is a serious issue and requires immediate intervention from the development team.

Enjo's contextual information for each event makes it much easier to understand the actions done and identify ways to improve the error resolution process.

Enjo's emoji-based classification system greatly simplifies the categorization of issues as high, medium, or low severity. Furthermore, Enjo's context-rich search functionality allows for easy discovery of unresolved issues. Open issues tagged as high priority can be easily identified and assigned to the appropriate on-call personnel. 

Conclusion

For organizations dealing with hundreds of user issues per hour, if a system to reduce automation is not introduced, the on-call staff’s ability to quickly respond to issues that will affect customer experience will be compromised. The core idea is to ensure that technical faults do not negatively affect the customer experience. 

With Enjo your team can collaborate more swiftly and reduce the amount of context-switching required. The ability to quickly categorize and reroute open issues is a game changer for your L2 support team. 

By leveraging Enjo's GenAI capabilities, organizations can proactively maintain a premium customer experience by promptly resolving technical issues, encouraging effective teamwork, and optimizing incident management workflows, even in the face of a significant influx of user issues.

Revolutionize Your L2 Support Workflows with Enjo.ai. Schedule a Demo Today

FAQs

1. What is Level 2 support?

Level 2 (L2) support is the second tier of technical assistance. It generally manages escalated issues that cannot be resolved by the frontline or Level 1 (L1) support teams. L2 support agents have the specific knowledge and experience to diagnose and address more complex technological issues.

2. What are the primary responsibilities of the L2 support teams?

L2 support teams are primarily responsible for advanced troubleshooting, escalation management, knowledge management, process optimization, and training/mentoring. They assess complicated issues, escalate cases to subject matter experts or vendors, document solutions, suggest process improvements, and advise L1 support teams. 

‍3. Why is L2 support necessary in modern IT organizations?

 IT infrastructures have become more complicated, with enterprises relying on various interconnected systems and applications. L2 support agents are critical to ensuring efficient operations by handling complex technical issues, reducing downtime, and improving the user experience.

‍4. How can L2 support service to improve customer experience (CX)?

L2 support agents help preserve operational efficiency and reduce disruptions to end users by resolving complex issues quickly and offering timely solutions. Their skills and prompt actions help to improve client satisfaction and provide a consistent overall experience. 

‍5. What challenges do L2 support teams face?

Common challenges include staying up-to-date with quickly emerging technology, managing increasing ticket numbers and alert fatigue, encouraging effective collaboration with cross-functional teams, and ensuring efficient information transfer throughout the business.