What’s Included
A dedicated Support Engineer is assigned on an exclusive basis to provide continuous onsite technical support during standard business hours, Monday through Friday, 8:00 AM to 5:00 PM local time, excluding holidays, with a minimum of 40 hours per week.
DSE service details include:
- Serving as the primary on location IT support resource for issues requiring physical presence or hands on assistance
- Addressing hardware troubleshooting needs for desktops, laptops, printers, servers, and networking equipment
- Supporting device installations and replacements
- Providing in person end-user support
- Acting as the onsite escalation point for technical issues of all severities, Levels 1 through 3
- Coordinating with offsite resources, including the MOC or specialized engineers, as necessary to support appropriate escalation and timely resolution of complex or critical issues
- Gaining and maintaining a comprehensive understanding of the onsite IT environment, including network setup, server room or data center configuration, user workspaces, and any unique hardware or software systems, to support efficient diagnosis and service delivery
- Conducting regular preventative maintenance onsite, including hardware inspections, backup and power supply verification, network equipment checks, and other agreed routine tasks
- The DSE may also manage onsite spare parts inventory to support timely break fix operations