L1/1.5/Technical Support Solution

L1 support typically includes individuals that have very limited technical expertise. L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools. L1 is intended to be the first to acknowledge an incident. Join Us now!

To successfully operate an IT support operation, whether within an enterprise or within a service provider organization on behalf of Clients, it is critical to be clear on levels of support related to: Capabilities and responsibilities of the talent involved in providing support and Levels of incident or request treatment related to priority, urgency, escalation treatment and service level agreements (SLAs). Join Us now!

Scenario: If you have ever tried resolving a technical issue on your own, you understand the value of technical support - the service that supports users of technology products or services. IT technical support officers monitor and maintain the computer systems and networks of an organization. They take ownership of customer issues that are reported and resolve the challenges. Tech support functions, also known as help desk or service desk, include researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. Technical support officers follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. The goal is to resolve issues in the fastest and most effective way. Join Us now!

Tasks like below are involved:

  • Answer Customer Calls, Emails and Chats

  • Creating and acknowledging proactive and reactive tickets

  • Assisting user with L1 and L1.5 Support

  • Engaging Concerned teams for Out of Scope issues

  • Working with Service Providers and scheduling bridge with customers for early resolution

  • Taking complete ownership of tickets and resolving issues within SLA

L1 – First Line Support: Telephone helpdesk or First Point of Contact

This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client. L1 support typically includes individuals that have very limited technical expertise. L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools. L1 is intended to be the first to acknowledge an incident. L1 support tracks tickets until successfully resolved. L1 engineers can implement basic, documented break-fix tasks along the lines of following a cookbook recipe. L1 personnel will typically escalate to an L2 resource and follow documented escalation procedures, again, like following a cookbook recipe. Depending on the vendor, L1 technicians will have from 0 to 4 years of prior relevant experience. L1 engineers generally have relevant experience. Join Us now!

L1.5 – Second Line Support: (Also First Point of Contact if collaborated with Network Support or Service Desk)

These technicians have more experience than L1 support technicians and manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L1.5 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management, etc. They are expected to escalate to the next level when documentation is insufficient to complete the tasks or do not solve the incident. L1.5s usually have and maintain a Run-Book which they can use for immediate resolutions. They collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors. L1.5 engineers will typically escalate to next level resource and follow documented escalation procedures. L1.5 engineers generally have 4 or more years of experience on a specific technology platform. Join Us now!