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Role Description
L1 - First Line Support: Helpdesk Support
This support level receives inbound requests through channels like On Call phone, Web forms, email, Teams Chat, or any other means based on a documented process.
L1 support typically includes individuals that have very limited technical expertise or are in the early stages of their IT career (< 2 years).
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 like following a documented process.
L1 would typically escalate to an L2 depending on an unexpected result of a documented process.
MASHPOINT LLC
