---
title: "L2- L3 Service and Support"
slug: "l2-l3-service-and-support"
updated: 2026-01-13T14:40:47Z
published: 2026-01-13T14:40:47Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.lakesidesoftware.com/llms.txt
> Use this file to discover all available pages before exploring further.

# L2- L3 Service and Support

Troubleshooting individual machines in the environment falls to the front-line soldiers of the Help Desk or Call Center. In this learning path, we will use a series of use case examples, inspired by true stories, to illustrate key concepts that are common to Service and Support professionals, Field Technicians, and other hands-on L2 and L3 information technology workers.

By the end of this course, you will be able to use SysTrack tools to investigate the root cause of complex computer issues on end-user machines.

[Sign in](https://academy.lakesidesoftware.com/path/l2l3-service-support/core-l2-l3-service-and-support) as a SysTrack customer to start this course.

## Prerequisites

L1 Help Desk Technician - Resolve certification course

- The prerequisite course introduces concepts and use cases that are essential to understanding the topics presented in the L2 / L3 Service and Support course.

IT operational knowledge

- This course assumes you have an intermediate level of IT knowledge and experience with critical thinking related to root cause analysis of system issues.
- This course will teach you to use SysTrack tools to expediate your investigation, but you will need general understanding of your computing environment.

## Course Objectives

- Use Resolve to investigate system issues related to latency, application dependencies, hardware, and performance.
- Apply your critical thinking skills to follow clues.

This course will not cover:

- Basic L1 Help Desk functions
- Developing IT knowledge and critical thinking skills

## Course Outline

- Introduction
  - Course Overview
  - Introduction
    - System health
    - Data architecture
  - Case Study
- The SysTrack Mysteries
  - Prologue
  - The L2/L3 Workflow
  - Mystery of the Crashing Teams App
    - Examining application crashes by checking sensor details, system health, application faults and software changes, installations and usage
  - Investigating with the Black Box: time window and graphing
  - SysTrack tools used:
    - Resolve: Overview > Selected Sensor Details
    - Resolve: Health page
    - Resolve: Black Box page
    - Resolve: Faults page
    - Resolve: Software page
  - The Great Hardware Hustle
    - Investigating application crashes and productivity issues by reviewing sensor details, system health, application faults, and memory, CPU and hardware resources
    - Exploring the Black Box: disk activity and graphing
    - SysTrack tools used:
      - Resolve: Overview > Selected Sensor Details
      - Resolve: Faults page Resolve: Dashboard page
      - Resolve: Health page
      - Resolve: Hardware page
  - Latency at the Green Dragon Saloon
    - Investigating connection and latency issues by reviewing sensor details, network utilization, system health, application latency and dependencies
    - Exploring the Black Box: connections and latency
    - SysTrack tools used:
      - Resolve: Overview page
      - Resolve: Dashboard page
      - Resolve: Health page
      - Resolve: Black Box page
      - Resolve: Dashboard page
      - Resolve: Dependencies page
      - Prevent: Current Issues
      - Desktop Visualizer: Application Latency
  - Dex's Mystery Machine
    - High-level overview of other Resolve tools, including: Hardware, Hardware Diagram, Web Apps, Boot/Login, Event Correlation, All Inventory, Graphing, Comparative Analytics, and the different System pane options in Black Box
  - AppenDEX
  - Resource to view definitions of the data related to System, Network, and Disk presented in the System pane.
- Conclusion

Tags: Visualizer, Resolve, Prevent, Root Cause Analysis,Performance, Health