If you own an MSP, you know where the hardest tickets end up. Your front line handles the routine work, but escalations land on your most senior engineer, or on you. When those tickets pile up, projects stall, response times slip, and the people you rely on most start burning out.
Adding L2 and L3 capacity is the fix. The question is how: outsource your escalations to a shared provider, or add dedicated engineers who work only for you. This post compares both, so you can choose with your eyes open.
Should MSPs outsource L2 and L3 support?
For most MSPs, dedicated engineers added through staff augmentation are a better fit for L2 and L3 than an outsourced escalation queue. These tiers depend on knowing each client’s environment, history, and quirks, and that knowledge builds up in a person, not a shared queue. Outsourcing can still work for overflow, after-hours coverage, or narrow specialist work.
What we mean by L2 and L3
Level names vary between MSPs, so here’s how we define them.
| Level | What they handle |
|---|---|
| Mid-level L2 | End-user, desktop, laptop, and printer support, plus Microsoft 365 |
| High L2 | Everything above, plus server-related issues for individual users and machines, like DNS, DHCP, or file share permissions |
| Low L3 | The escalation path for L2s: basic server troubleshooting and more advanced Microsoft 365 |
| Mid-level L3 | The highest escalation point: advanced server issues, advanced Microsoft 365, and company-wide problems |
| High L3 (Systems Engineer) | Owns the design and standards of your clients’ infrastructure |
How the two models compare
| Staff augmentation (dedicated engineer) | Outsourced escalation (shared provider) | |
|---|---|---|
| Knows your clients’ environments | Yes, builds it over time | Varies by who picks up the ticket |
| Who sets priorities | You | The provider, within your agreement |
| Same engineer on repeat issues | Yes | Not guaranteed |
| Works in your PSA, RMM, and documentation | Yes | Often the provider’s own tools and process |
| Who chooses the engineer | You | The provider |
| Training and management | You train on your stack; partner handles HR | Provider handles it |
The pros and cons of outsourcing L2 and L3
Pros: outsourcing can add capacity quickly, covers hours your team doesn’t, and keeps hiring off your plate.
Cons: your clients’ hardest problems go to engineers who don’t know their environments. Handoffs between your team and the provider add delay, and documentation drifts. Clients notice when the person fixing their server isn’t someone they’ve met.
The pros and cons of staff augmentation
Pros: the engineer is yours. You interview and choose them, they work your tickets in your tools at your direction, and they get to know your clients the way your best local engineer does.
Cons: you still need to onboard and train them on your stack and processes, just like a local hire. Plan for that time up front.
Which model fits your MSP?
- Choose staff augmentation if escalations are a daily, ongoing need, client relationships matter, and you want the same engineer learning your environments.
- Consider outsourcing for overflow, occasional specialist projects, or coverage outside your business day.
- Choose neither yet if you don’t have documentation and a clear escalation process. Fix that first, because both models depend on it.
How Scaled approaches L2 and L3
We place dedicated L2 and L3 techs with MSPs across the US and Canada. Every candidate goes through the same seven-step vetting, including a live proctored technical test and a final interview with Jason or me, before you ever see them. You then interview them your way.
Once hired, your tech works your hours, anywhere from Pacific to Eastern time, on a laptop dedicated to your MSP and managed by you. They’re full-time, permanent employees of Scaled Workforce (Pty) Ltd, our South African company, not contractors. Scaled Inc. is a US company.
Frequently asked questions
Is outsourcing L2 and L3 cheaper than staff augmentation? It depends on the provider and volume. At Scaled, candidates often come in at 60–70% of the cost of a fully burdened US engineer, but the bigger difference is having one engineer who knows your clients.
Can a remote L3 handle server issues for my clients? Yes. A mid-level L3 handles advanced server issues and company-wide problems, working in your tools with the access you grant.
How quickly can I add an L2 or L3 tech? We present pre-vetted candidates as soon as we have your job description. Most candidates give their current employer 30 days’ notice before they start.
What if the engineer isn’t the right fit? We have a 30 to 60 day cancellation notice period, so you can give notice at any time, and if a placement isn’t the right fit, we’ll find you a replacement.