Interview, questions for the position of L3 Technical Support Engineer?

Question

Career in IT

It is clear that the specifics vary from firm to firm, but please, a few must-have things that I need to know in order to apply for this position.

Answer 1

It all depends on where you go, either to programmers,
or to hosting support, or to user support on L3
. When I got to dev, they asked me:
1. Queries to SQL databases with joins and groupings
2. Parsing C code with an error in it
3. Determining the error from the system log
4. Well, how can English be without it, just text and understand what they want from me

Answer 2

I'll use an operator as an example.
L1 - duty shift, requests to accept and route them.
L2 is a specialized engineer who is closely involved in a certain area, for example, IP networks in a city.
L3 - external very specialized technical support, for example, for a network equipment manufacturer.
There is also L0 - contact center.

Answer 3

And they are not. L3 support is a senior with extensive experience and deep product knowledge who solves narrow cases and usually performs this work as part of their job duties.

Answer 4

You should at least know the basics of networks. Connection types, how traffic is routed. The rest will be explained on the spot.

Answer 5

L1 - solves standard documented queries. In the absence of something in the documentation or misunderstanding - stops and asks L2.
L2 - solves standard documented and undocumented queries. In the absence of something in the documentation or misunderstanding, he stops and thinks for himself.
L3 - solves any requests, interacts with the vendor in case of misunderstanding. So it's very difficult to point something out here.