Overview
Build a stronger IT support function with dedicated L1 and L2 engineers matched to your environment. Red Shore Solutions helps you scale service desk capacity while your leaders keep direct ownership of operations.
Common Challenges We Solve
- Ticket backlog grows faster than current staffing capacity.
- Escalations to L2 are delayed due to thin bench depth.
- Internal recruiting cycles are too slow for business demand.
- Existing teams are overloaded with repetitive incident handling.
Scope of Service
- Role design for L1 triage and L2 technical resolution profiles.
- Candidate vetting for technical fundamentals and communication.
- Client-led interviews and final team selection.
- Ramp support aligned to your ticketing, documentation, and change routines.
Typical L1/L2 Responsibilities
- L1: intake, triage, standard issue resolution, documented escalation.
- L2: deeper troubleshooting, cross-system diagnosis, root-cause support, and resolution ownership.
Delivery Model
- Define role split, shift needs, and queue priorities.
- Build candidate pipeline with structured technical screening.
- Conduct interviews and finalize team fit.
- Launch with onboarding checklists and quality baselines.
Ideal Fit
- IT teams with strong internal leadership that need immediate execution capacity.
- Organizations that want staffing flexibility while retaining control of operations.
Frequently Asked Questions
Do we control day-to-day work?
Yes. This is a staff augmentation model; your team manages priorities, coaching, and execution.
Can we start with a small L1 pod and expand later?
Yes. Many clients begin with a pilot pod and scale as demand patterns stabilize.
How do you validate technical fit?
Through structured screening, scenario checks, and client interviews before final selection.
Can staff work across incidents and service requests?
Yes. Role mix can be tuned by queue type, SLA priority, and escalation complexity.