Contractor's Field Support services provide hands-on support for infrastructure devices in the Workplace & field. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes ("IMACs")
Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.
Company Hardware and software maintenance and support
Workplace (Laptops, Desktops, and iOS) device optimization and configuration
Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.
Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.
Contractor shall perform the desktop services in a manner that minimizes interruptions to Company's daily operations.
Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.
LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only.
Field Services Support shall not manage P1 tickets.
Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only.
The supported devices are listed below:
Desktops & laptops
Apple Mac OS for remote connectivity (e.g., Citrix), where applicable
Printer queue and break/fix coordination
iOS devices
Android devices, where applicable for Mobile Device Management
The supported software is listed below:
Enterprise software part of Company's standard workplace image (desktop and laptop)
Provides meeting support and assistance with the use of AV hardware.
Set up and install A/V equipment such as projectors, TV's, speakers, microphones, and cameras.
Maintains functionality of A/V technology and replaces non-working, damaged or obsolete equipment; performs minor equipment repairs or replaces user-serviceable parts on A/V equipment.