Hire L1 Tech Support Engineers

Every single issue is tracked from start to finish in a ticketing system - whether you use Zendesk, Freshdesk, Jira, or a custom tool. Our L1 engineers update the status at every stage: when it's logged, while they are working on it, and when it’s finally resolved or escalated. You’ll have access to a real-time dashboard to see exactly how we are doing. Plus, we send over monthly reports that show you our resolution rates and how fast we’re getting things done.

L1 engineers are great at handling standard day-to-day issues like account access, call quality complaints, and softphone setups. However, if a problem requires changing server settings or digging into the actual code, they will escalate it to our specialized L2/L3 support engineers. When they pass it up, they include all the notes and diagnostics so the advanced team can jump right in without asking the customer to repeat themselves.

It’s a simple 4-step process:

1. Chat with us: Share what you need (hours, platforms, and volume) through our contact form.

2. Matching: We look at your needs and pick the best pre-vetted engineers for the job.

3. Pick a Plan: Choose the engagement model that works for you - whether that’s hourly, part-time, or a full-time dedicated team.

4. Kickoff: We start onboarding within 48–72 hours, getting our team synced with your tools and procedures.

Think of it as levels of expertise. L1 is the first line (basic fixes and ticket logging). L2 handles the more "under the hood" stuff like server tweaks and SIP trunking. L3 is for the heavy lifting, like fixing code or changing the system architecture. Ecosmob covers all three levels - you can easily hire our L2/L3 engineers alongside your L1 team to make sure every possible issue is covered.

There isn’t a one-size-fits-all price because every business is different. It mostly depends on the model you choose (hourly vs. dedicated), how many hours of coverage you need, and how complex your system is. We focus on being flexible, so you only pay for the support you actually use. Just reach out to us, and we can give you a clear, custom quote.