What’s Included
Managed Solution will assign a Dedicated Support Engineer (“DSE”) on an exclusive basis to provide continuous onsite technical support during standard business hours (Monday-Friday, 8:00 AM – 5:00 PM local time, excluding holidays), with a minimum of forty (40) hours per week.
The DSE’s responsibilities include:
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Serving as the primary on-location IT support resource for Client, addressing IT issues requiring physical presence or hands-on assistance, including hardware troubleshooting (desktops, laptops, printers, servers, and networking equipment), device installations and replacements, and in-person end-user support.
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Acting as the onsite escalation point for technical issues of all severities (Levels 1-3), coordinating with off-site resources (e.g., the MOC or specialized engineers) as necessary to ensure complex or critical issues are escalated appropriately and resolved in a timely manner.
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Gaining and maintaining a comprehensive understanding of Client’s on-premises IT environment, including network setup, server room or data center configuration, user workspaces, and any unique hardware or software systems, to facilitate efficient diagnosis and service delivery.
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Conducting regular preventative maintenance at Client’s site, 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.