L1 – First Line Support: Telephone helpdesk or answer center support

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.

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