IT Support L1
Project Duration: 1 Year Onsite IT Support
This is a 1-year onsite project where a minimum of 04 tickets will need to be handled each month. The work duration for each ticket will be a minimum of 2 hours and a maximum of 8 hours. The engineer must be ready to respond to tickets at any time, as the client can send a ticket at any moment.
Ticket Handling Expectations:
Ticket Arrival: Most tickets will be for the next business day, but there may also be urgent tickets requiring same-day response.
Urgent/Emergency Tickets: In case of an emergency, the client may ask the engineer to reach the site within 2-3 hours.
Availability: The engineer must be ready to go on-site whenever the client calls, whether for a same-day ticket or for the next business day.
Service Level Agreement (SLA): The engineer must maintain their SLA and provide timely support according to the client's requirements.
Scope of Work: As outlined in the JD, the engineer's responsibilities will include managing spare parts inventory, providing deskside support, hardware/software troubleshooting, IMACD services, and conference room AV support.
Rates: Our rates will be based on an hourly basis, reflecting half-day (4 hours) and full-day (8 hours) work. These agreed rates will remain in effect as long as the project is live, and we will finalize the details accordingly.
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