Support Engineer

Hardware Maintenance and Break/Fix Services

Provide multi-vendor hardware maintenance and support for desktops, laptops, and associated equipment.

Hardware maintenance services will be delivered by dedicated on-site or dispatched engineers with the relevant skills and customer-specific training.

Deskside Software Support (DSS)

For software issues not resolved by the Service Desk, Deskside Software Support will be provided as required.

When DSS is needed, a supplier engineer with the appropriate skill level will be dispatched to the end user’s location to perform software diagnosis and problem resolution.

DSS services include on-site resources to:

• Implement software corrective actions when end users are unable to do so under Service Desk guidance
• Re-image end user devices
• Reinstall existing application software
• Install new software
• Troubleshoot Commercial Off-The-Shelf (COTS), operating system, and desktop configuration issues
• Perform software diagnostics on behalf of the end user
• Obtain and relay technical information to centralized support teams when needed
• Support customer-specific asset management where applicable

Installs, Moves, Adds, Changes, and De-installations (IMACD)

IMACD activities occur either as planned requirements with associated service level agreements or as part of larger-scale projects.

Unplanned or day-to-day IMACD requests are handled in the same way as hardware maintenance or dispatched software support services.

Supported equipment typically includes desktop and laptop computers, printers, network devices, and associated peripherals.

Activities include:

• Installation and de-installation of equipment
• Installation and removal of software
• Relocation of equipment within a site or between sites
• Adding features or software to desktops and laptops
• Modifying laptop or desktop configurations
• Moving de-installed equipment to customer storage areas