Stepping up the ladder, L2 Engineers bring a deeper level of technical expertise to the support ecosystem. These professionals tackle more complex issues that L1 engineers couldn't resolve. L2 engineers possess specialized knowledge in specific Microsoft technologies and can perform advanced troubleshooting. They often serve as a bridge between basic support and highly specialized assistance, analyzing intricate problems and implementing sophisticated solutions. Their role is vital in maintaining high-quality support while minimizing escalations to higher tiers.