FIRST LEVEL: FIELD ENGINEERING TEAM
The engineers, who visit customer sites and attend to customer
service requests, form this team. They perform the first level
of installation and troubleshooting. Normally the field engineers
operate at the Module Replacement Level of servicing. The
team members have extensive software and networking experience
to help them in better comprehension of field problems. A
workshop team, who carry out Quality assurance & testing
before delivery, supports them. The field engineers are regularly
trained internally and at Dell’s facilities, to continuously
update their knowledge and in trouble shooting skills.
SECOND LEVEL TECHNICAL SUPPORT
This group consists of Senior Engineers, who have higher technical
exposure and deeper understanding of products and concepts.
Every member of this group has prior hands on experience and
years of working skills in their fields of specialty and demonstrated
abilities. Their knowledge in software products and integration
of systems help them to enhance our field support quality.
This group escalates any installation/field service problem,
which is not resolvable by the Field Engineers in the preset
time limits for review. This group also acts as a repository
of all-technical documentation and records for the Principals’
we represent. They interact with Technical support department
of our principals for escalation.
This group also consists of Project engineers who manage the
installation and deployment of IT projects based on Microsoft/Cisco/DELL|EMC/DELL
Platform. The wide range of IT services provided by the Second
Level team include Disaster Recovery/Backup Solutions, Help
Desk Solutions, Server & Storage Consolidation, Microsoft
infrastructure solutions, Networking & Security Solutions,
Messaging Solutions, Infrastructure Migration solutions, DBA
Services, Support and Maintenance services for mission critical
Hardware and software.
MHD Infotech has a full-fledged workshop. The personnel working
as part of this group concentrate mainly on repairing faults
that cannot be fixed in the field and also peripheral/miscellaneous
products like UPS, Printers etc. The workshop engineers attend
to the walk-in customers for warranty and paid support for
Laptop/Desktop Computers and Printer repair. They also are
responsible for spare parts ordering and DELL/DTK RME process.
The services offered by MHD InfoTech LLC cover a variety of
domains using a range of inter-disciplinary skills, brought
to the table by a team of professionals specialized in:
- Computer and peripheral system hardware
- Networking (LAN and WAN)
- Operating Systems
- Software utilities
This Support team will have the primary responsibility for
the service/support deliverables whilst an "Advisory"
/ "Review" team, will have the responsibility to
ensure Quality of the above deliverables.