What’s Included
A Dedicated Support Engineer is assigned on a non-exclusive basis to provide continuous remote technical support during standard business hours, Monday through Friday, 8:00 AM to 5:00 PM local time, excluding holidays.
DSE service details include:
- Acting as the primary dedicated escalation resource for Level 1, 2, and 3 support requests, helping ensure incidents and service requests are addressed promptly and with a deep understanding of the environment
- Developing and maintaining in depth knowledge of the IT infrastructure, network architecture, business applications, and operational processes to support more efficient troubleshooting and more tailored guidance and solutions
- Providing consistent remote support and administration for day-to-day IT issues, user requests, and operational tasks
- Working in tandem with the MOC helpdesk team while prioritizing and focusing on assigned tickets to help maintain continuity
- Utilizing remote support tools to resolve issues, perform configurations, and implement fixes without requiring an onsite presence whenever possible