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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.

WORKSHOP SUPPORT:

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
.

The Support Team is structured in multiple levels, with each level entrusted with the responsibility of tackling various problems in the field in the most efficient and speedy manner failing which automatic escalation takes place.