Schedule Meeting
schedule a meeting
Toll Free Call
Call +1 (617) 608 2427
Enquire

Support That Resolves Issues Before They Slow You Down

Constant incoming support tickets can overwhelm teams as applications and environments expand. Long resolution times, inconsistent troubleshooting approaches, and unclear escalation procedures can leave users waiting and in-house teams overburdened.

Brickwork offers structured remote technical support with trained L1 and L2 support professionals to handle common problems, resolve technical issues, and escalate serious issues through defined procedures. With our solution, businesses gain a reliable support layer that operates alongside their existing IT infrastructure and tools.

Whether it's routine user issues or more complex technical problems, our remote technical support services ensure faster response times, consistent coverage, and a seamless user experience. When responsibilities and escalation procedures are clearly defined, companies can build a reliable IT support framework without adding unnecessary complexity or operational hassle.

Key Services

Our L1/L2 IT Support Services

Our support approach includes frontline support, complemented by deeper technical troubleshooting to ensure efficient incident handling and continued user productivity.

Managed IT Helpdesk Services

Managed IT Helpdesk Services

Provide an easy-to-use channel for users to report technical problems, seek help, and receive prompt updates. Our helpdesk support services IT management approach allows teams to handle incoming requests, classify incidents, prioritize tickets, and coordinate resolutions based on SLAs.

Remote Technical Support

Remote Technical Support

Solve common tech problems remotely without needing a physical engineer. Our teams support user access, applications, connectivity, devices, everyday system problems, and more. Our simplified solutions can scale your business like never before.

End-User IT Support

End-User IT Support

Help the employees use technology they are non-familiar with. Whether it's managing accounts, access challenges, or application troubleshooting, our L1 IT support teams offer practical solutions to keep user productivity at a maximum.

Incident and Ticket Management

Incident and Ticket Management

Ensure consistency in recording, prioritizing, assigning, escalating, and closing incidents. With our approach, each ticket follows a structured workflow, giving IT teams visibility into work, resolution status, and recurring issues.

Root Cause and Problem Management

Root Cause and Problem Management

Our IT L2 support teams can go beyond just solving the immediate issue and investigate the underlying technical causes when needed. This helps minimize repeat incidents and supports more stable IT operations over time.

How Our L1/L2 IT Support Process Works

A structured process ensures support tickets are handled smoothly from start to finish, and that’s what we do.

Step One

Log & Triage Support Requests

We record, prioritize, track, and allocate requests based on urgency and impact.

Step Two

Resolve Common Issues at L1

Our L1 team processes standard incidents using pre-defined troubleshooting processes and knowledge bases.

Step Three

Escalate Complex Issues to L2

Deeper technical support is provided by our L2 support teams for issues that need such support.

Step Four

Diagnose & Resolve Technical Root Causes

Our L2 experts explore complex problems, find causes, and decide on solutions.

Step Five

Track Resolution Against SLA Timelines

Next, we track agreed response and resolution targets on tickets to ensure accountability.

Step Six

Communicate Updates to End Users

Users are updated with relevant information throughout the support process and kept abreast of progress and next steps.

Step Seven

Ongoing Support & Performance Reporting

Opportunities for improved performance and service delivery through support activity and recurring issues are reviewed.

Key Highlights
and What We Do

What Our L1/L2 IT Support Services Deliver

Structured support tiers provide a more predictable approach to troubleshooting than the ad hoc, inconsistent approach common today. Our L1/L2 IT support model helps organizations resolve issues quickly, minimize unnecessary downtime, enhance the user experience, and ensure reliable support services that evolve with business needs.

Talk to us

Captcha

Why Choose Us

Effective L1/L2 support teams, backed by escalation protocols.

The ability to engage remotely and at scale to meet varying support needs.

ISO-certified security practices.

Service delivery is supported by SLAs and is measurable.

Structured ticket management & reporting.

Looking for trusted IT help without hiring more employees? Talk to Brickwork about what support you might need, what IT infrastructure you have in place, and what kind of coverage you need.

Enquire

Why Outsource L1/L2 IT Support to Brickwork?

As ticket volume grows, regular user requests and after-hours support demands can overwhelm internal IT teams. Outsourcing adds capacity without the overhead of building and managing a larger internal team.

Brickwork provides structured remote technical support with clear, consistent, and defined service accountability, escalation, and coverage.

Frequently Asked Questions

L1 usually handles common, straightforward issues like password resets, access requests, basic application problems, and routine troubleshooting. L2 support handles more complex incidents that require deeper technical investigation and specialist knowledge. Together, they build an escalation hierarchy to solve IT problems effectively.

Brickwork's model focuses on remote technical support, giving businesses access to trained support staff without the need for an on-site team. We can discuss specific support needs based on your environment, users, and operational requirements.

Service Level Agreement (SLA) commitments depend on the scope of support, ticket priority, business requirements, and the agreed service model. Service planning can include defining response and resolution expectations, which can be monitored through structured ticket management.

Yes. The support model can be configured to fit the current helpdesk and ticketing process of your organization, depending on the tools and integration needs. This ensures consistency in logging, tracking, escalating, and reporting requests.

Brickwork provides shared services support 24x7, enabling a support model based on business needs. Depending on operating hours, user location, tickets per hour, and required service levels, Brickwork can determine the appropriate coverage model.
Enquire Call