Managed L1 Support Engineer

Job description / Role

Description

Introduction: This scope of work defines the framework for the provision of a Level 1 support engineer as part of a managed service model. The goal is to ensure smooth day-to-day IT operations and first-line user support within the client’s environment.

Objective: To deliver professional Level 1 support services that address end-user IT needs, contribute to operational stability, and align with the client’s internal IT processes and service standards.

Service scope: The L1 support engineer will work under the managed service model to support the client's IT team in delivering reliable and efficient user support. The service includes general IT assistance, operational support, and coordination with higher-level technical teams where applicable. This engagement will follow the client’s guidelines and escalation procedures. The engineer will be integrated into the existing IT support framework to ensure seamless service delivery.

Requirements

Qualifications: The assigned engineer will have relevant experience and technical knowledge suitable for L1 support responsibilities, with strong communication skills and a customer-focused approach.

Tools and access: The client will provide the necessary access to systems, tools, and resources required for the delivery of the service.

Commercials: Details regarding pricing, billing cycle, and contract terms to be addressed separately upon mutual agreement.