Every MSP defines L1, L2, and L3 roles differently, and as external recruiters, our success depends on understanding exactly what those roles mean for each client.
It is generally agreed that MSPs hold these roles to a higher standard than internal IT teams, but because every MSP structures its team differently, there’s no industry-wide standard for what these roles mean.
Here’s how we would define them…
Level 1 (L1): The Front Line
Primary Focus: Intake, triage, and basic issue resolution
L1 technicians are the first point of contact for clients. Their role is to stabilize issues quickly, resolve common problems, and ensure a smooth client experience.
Typical Responsibilities:
Answer incoming calls, emails, and tickets
Perform initial troubleshooting and issue identification
Resolve common, well-documented issues
Follow SOPs and knowledge base articles
Escalate issues appropriately with clear documentation
What L1 Is Not:
Deep infrastructure work
Advanced networking or server troubleshooting
Project work
Success Metric: Speed, accuracy, and client communication—not complexity.
A strong L1 reduces noise for the rest of the team and sets the tone for client satisfaction.
Level 2 (L2): The Problem Solver
Primary Focus: Deeper technical troubleshooting and resolution
L2 technicians handle issues that require experience, analysis, and a broader understanding of client environments.
Typical Responsibilities:
Troubleshoot escalated tickets from L1
Resolve complex desktop, application, and network issues
Identify recurring problems and suggest improvements
Update documentation and SOPs
Assist with smaller projects and implementations
What L2 Is Not:
Constant firefighting for basic issues
Sole ownership of critical infrastructure decisions
Success Metric: Quality of resolution, efficiency, and reduction of repeat issues.
A strong L2 bridges the gap between day-to-day support and advanced engineering.
Level 3 (L3): The Engineer & Strategist
Primary Focus: Architecture, escalation, and long-term solutions
L3 engineers are your highest-level technical resources. Their time should be protected and intentional.
Typical Responsibilities:
Handle critical escalations and complex outages
Design and maintain infrastructure and network architecture
Lead major projects and migrations
Make technical decisions and set standards
Mentor L1 and L2 technicians
What L3 Is Not:
Password resets
Routine workstation issues
Poorly escalated tickets without documentation
Success Metric: Stability, scalability, and strategic impact.
When L3s are stuck doing L1 or L2 work, the entire MSP feels it.
Why does this matter for hiring (and retention)?…
From a recruiting standpoint, clear L1/L2/L3 definitions lead to:
More accurate job ads
Better candidate alignment
Faster hiring cycles
Lower offer rejections
Stronger long-term retention
From an operational standpoint, MSPs see:
Improved ticket flow
Reduced burnout
Happier clients
Clear growth paths for technicians
When candidates know exactly what they’re walking into, they stay.
The best MSPs we work with don’t just ask us to “find someone with this or that experience”, they define:
Where responsibility starts and stops
What success looks like in each role
How technicians can grow from L1 → L2 → L3
That clarity is what transforms a good hire into a long-term team member.
And when you have a system like this running efficiently, it’s much easier to scale up your MSP.