L1/L2 Support Services

Reliable, Scalable Support That Meets Modern IT Demands

At AIM, we provide robust L1 and L2 support services designed for today's complex, fast-paceddigital environments. Our approach goes far beyond traditional help desks—wedeliverintelligent, proactive support that empowers your business with operational continuity,exceptional end-user experience, and scalable IT service management.

What We Offer

Level 1 (L1) Support–Your Frontline IT Helpdesk

Our L1 support acts asthe first point of contact for your users, handling routine issues with speedand precision. Our team is trained to triage requests effectively, resolve common problems onfirst contact, and escalate when necessary. This ensures minimal disruption and quick restorationof productivity.

Key capabilities include:
  • 24/7 end-user support via phone, chat, email, and self-service portals
  • Password resets, access provisioning, software installations
  • Incident logging, categorization, and basic troubleshooting
  • Knowledge base access and guided self-help
  • Intelligent ticket routing to L2 teams

Level 2 (L2) Support–Technical Issue Resolution

Our L2 engineers handle more complex technical issues that require in-depth analysis andsystem-level access. Backed by domain expertise and diagnostic tools, they resolve problemsthat go beyond the scope of L1—delivering faster time-to-resolution and consistent servicequality.

Our L2 support includes:
  • Root cause analysis for recurring or escalated incidents
  • Troubleshooting software, hardware, and network issues
  • Configuration changes and system performance tuning
  • Collaboration with product teams for issue resolution
  • Documentation and continuous feedback to improve L1 effectiveness

Powered by Automation, AI, and Experience

We don’t just offer support—we optimize it.Our service delivery is augmented bygenerative AI,automation, andAI-powered virtualagents. These technologies reduce wait times, resolve repetitive issues instantly, and free uphuman experts to focus on high-value tasks.

Benefits include:
  • Automated ticket categorization, routing, and communication
  • Intelligent swarming and escalation based on historical patterns
  • Virtual assistants trained on your knowledge base and workflows
  • Proactive detection of anomalies and trends to prevent future issues

Why Choose AIM for L1/L2 Support?

Comprehensive Coverage

We support a wide range of environments—from modern SaaS ecosystems to hybrid on-premise infrastructures. Whether you're managing  endpoints, cloud services, or internal apps, our teams are equipped to help.

User-Centric Design

Our support experience is designed with the end user in mind. We align support processes toreal-world user expectations and digital workflows, improving satisfaction and digital dexterity.

Scalable Team Structures

Our staffing models are flexible: whether you need a fully managed service desk, a co-manage dsolution, or augmented staff for specific shifts, we adapt to your operational needs and growth plans.

Continuous Improvement

We leverage insights from every ticket, interaction, and feedback loop to continuously improve support quality. With clear SLAs, XLAs, and DEX-aligned KPIs, our goal is to not only fix problems—but to prevent them.

Elevate Your Support Model

Modern support is no longer just reactive—it’s proactive, intelligent, and outcome-focused. Partner with AIM to build an L1/L2 support operation that reduces costs, accelerates resolution, and delights users across the board.

Let’s talk about how we can tailor our support services to your enterprise.

Contact

  • 4606 Cypress Creek Pkwy, Suite #497
    Houston, TX, 77069, USA

    320 North Service Road West,
    Oakville, ON, L6M 2R7, Canada

  • Tel: +1 (226) 770-8911
    hello@iaim.ca

  • Copyright © 2025
    Architecture in Motion

Digital Technology Strategy & Advisory

IT Strategy & Roadmap

Vision & Business Alignment

Current State Assessment

Strategic Pillars / Focus Areas

IT Operations & Service Management

Target State, Gap Assessment & Roadmap

Organization Governance & Service Management

Business Intelligence

BI Strategy & Consulting

Tools and Platform Selection

Data Integration & Reporting

Advance Analytics & AI

Application Modernization Roadmap

Assessment & Strategy

Rehosting ("Lift & Shift")

Refactoring / Replatforming

SaaS, PaaS & Rebuilding / Rewriting

DevOps Enablement

Business Case & Roadmap

Application Modernization

Application Development & Integration Services

Design & Prototyping

Front-end Development

Back-end Development

Quality Assurance & Testing

Deployment & DevOps

API Engineering & Development

Application Migration Services

Application Integration Services

COMPANY & INSIGHTS

About us

Approach

Insights

Careers

Contact Us

Clientele

Workplace Policy

LEGAL

Terms Of Use

Privacy Policy

Legal Notice

Terms & Conditions

Application & Technology Managed Services (ATMS)

IT Services Management

L1 / L2 Support

Asset & Configruation Management

Service Now Deployment & Managed Services

Application Maintenance & Support

Application Monitoring & Performance Management

Change & Release Management

Incident & Problem Management

Enhancements & Optimization

PRODUCTS

API Sentry

SUPPORT

Contact Support

AI & Business Intelligence

Business Intelligence & Adoption

Azure Synapse Analytics, Microsoft Purview, Power BI, Azure Data Factory

Microsoft Data Fabric

Azure Data Integration & ETL

Data Warehousing

Design and deployment of scalable data warehouses (SQL Server, Azure Synapse Analytics)

Modeling & Analytics

SQL Server Analysis Services (SSAS)

Enterprise datasets in Power BI

Dashboards & Reporting

Advanced Analytics & AI

Staff Augmentation Support

Specialized IT & Tech Talent

Cloud Architects & Engineers (Azure, AWS,GCP

Software Developers (e.g., .NET, Java, React, Python)

Quality Assurance Specialist

Data Scientists & ML Engineers

Agile Project Managers & Scrum Masters