Role Responsibilities: 

• 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/L2 engineers can implement basic, documented break-fix tasks along the lines of following a documented process.  

 

Resource Skill Set Expectations: 

• First and all subsequent contact to customer 

• 24*7 support via phone and email 

• Basic Level 1 troubleshooting, redirect to L2/L3 as required 

• Search knowledge base to verify if reported problems are already known issues with a defined resolution plan 

• Impact analysis with accurate classification of reported issues to ensure appropriate prioritization 

• Qualification/replication of the reported issue in an appropriate customer environment 

• Initial triage to isolate unsupported 3rd party issues from potential root cause 

• Information gathering to ensure complete availability of details required for root cause analysis 

• Provision of technical resolution or problem workaround 

• Problem routing/escalation to second/third level support or third parties where required