Scope of work (L1):
Password resets, account unlocks
Basic (L1 level) troubleshooting
Logging, categorizing, and escalating tickets
First-call resolution for known issues
Laptop issuance, returns, and inventory updates
Setting up user profiles, access provisioning
Onsite presence during business hours (e.g., 9 AM – 5 PM JST)
Out-of-Scope Activities:
Advanced Troubleshooting:
►Network diagnostics, server issues, or application debugging
Project Work:
►System upgrades, migrations, or deployments
Procurement or Vendor Management
Support Outside Business Hours (unless explicitly contracted)
Support for Non-Standard Applications (unless trained)
Key Assumptions:
Workstation, access credentials, and required tools
SOPs and escalation matrix
Japanese language support (if resource is not fluent)
No travel required unless pre-approved
Work location is fixed (e.g., Roppongi office)
No overtime unless mutually agreed
Ticketing system and knowledge base are maintained by the customer
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