Onsite services
We also offer onsite services Australia wide ranging From Level 1, 2 and Level 3 Engineers.
From the most remote sites to the Main Cities of Australia, our services are second to none.
Please email for additional Information and /or quotation
We offer short and long term contracts and also one of call outs.
We can suit all your needs at very competitive prices.
Level 1 Engineer
- Physical installation, removal and relocation of assets. (Desktop, Servers, Network devices, etc.)
- Unplug and plug assets into pre-configured network ports
- Pack and unpack the equipment onsite
- Basic testing of installed or relocated assets: Check hardware working, device can log into windows domain
- Asset tagging.
- Updating of job records, logs or documentation as required.
- Installation of standard software and operating systems following documented instructions relating to PC and Laptop assets
- Monitor and action alerts for hardware and software problems
- Maintain records of changes performed
- Provides 1st level problem analysis and onsite support for standard applications and operating system issues
- Provide 1st level problem analysis and onsite support for network and server issues.
- Provides basic assistance and training to customer employees
- Backup and restore of customer data using documented processes, or automated software tools.
- Escalate unresolved problems to the local onsite IT team leader, or, the customers nominated support contact, such as the customer’s IT help desk or Local IT support personal, as appropriate.
- Support of client Applications (e.g. Office Suites, Operating Systems, etc.)
- NOTE: Some aspects of Level 2 support can be performed under
Level 2 Engineer.
- Patching of network cabling between patch panels and switches
- Patching of core network cabling between routers, switches, modems, servers etc. based on client documentation.
- Break Fix support of server and network infrastructure, with relation to investigating and resolving hardware, software and network issues, under the supervision of the IT Level 3 Engineer or the customers nominated IT support contact, such as the customer’s IT help desk or local IT support contact, as appropriate.
- Physical installation, relocation and decommissioning of routers, switches, servers, network storage devices, firewalls, etc. in branch offices, server rooms and data centres, per customers’ requirements and documentation.
- Provide General Hardware and Software Support to Branch Office Server Environments
- Installation of operating systems and application software on server platforms based on client documentation.
- General maintenance and manipulation of objects in Active Directory
- Re-build and Re-image server as a result of Hardware or Software Failure as required Replace defined “User replaceable” failed parts when provided by warranty and maintenance providers Software customization and configuration to the client’s specifications
- Escalation of unresolved problems to the IT Level 3 Engineer or the customers nominated support contact, such as the customer’s IT help desk or Local IT support personal, as appropriate.
- Provide onsite supervision of teams of Level 1 Engineers
- Provide local escalation point for unresolved problems
- Liaising with onsite client representative and IT service delivery managers, on all escalation issues and closures
- Manage receipt of asset deliveries and organize dispatch of assets as required
- Allocate assets to the disposal team as instructed by the client
- Manage surplus hardware in a location as designated by the client
- Manage removal of client’s excess hardware
- Manage outstanding client hardware changes
- Connect computer to windows domain and perform basic configuration of active directory entries
- Provide 2nd level onsite support for standard software and operating systems to desktop, laptop and tablet computers.
- Installation of network attached devices (e.g. printers, scanners & switches)
- Perform documentation and compliance procedures
- Installation and monitoring of antivirus solutions on PC and Laptops
- Configuration upgrades/management, bios, patches on PC and Laptops
Level 3 Engineer
- Administration of intranet, internet and web-based applications and facilities
- Perform technical writing and documentation relating to Hardware, Software and networking functions
- General Server Administration activity
- Manage Remote Connectivity and Terminal Services
- Administration of Backup systems
- Administration and Level 2 Support of Email System (e.g. Lotus Domino, Exchange and other emailing system)
- Administration of Active Directory, DNS, IIS, DHCP, Group Policy, Etc
- Install and monitor Antivirus solutions on client networks
- Backup and Restore Client Data requirement and perform Disaster Recovery functions
- Installation, Monitoring and Maintenance of Patching Solutions to Client Servers
- Coordination and Scheduling of regular Change Maintenance Windows
- Liaise with the clients to address Wintel System Administration requirements including of Backup Systems
- Maintain reliability, availability and security of server environment in accordance with client’s security policies
- Perform data migration during refresh activities
- Perform data migration between nonstandard or alternative architectures (i.e. lotus -> exchange)
- Diagnosis and problem solving of environment wide issues
- Design and implement IT Environment Policies and Procedures
- Understand and Implement Customer Security Policies
- Perform System and Network Stress Testing as per Client Requirements
- Server Architecture Design Input & Configuration
- Specialist support for individual application (e.g. Citrix, VMware)
- Provides 3rd level support for individual applications
- Monitoring of environment health
- Backup administration and management
- Client and software support
- Troubleshooting, problem source identification and resolution
- Configuration upgrades/management, bios, patches on servers
- Liaising with third party software and vendors with the view of resolving issues.