IT Onsite Support

Scope of Onsite IT Service (Hanoi office)


Site address: Vu Ngoc Phan street, Hanoi.


• Manage day-to-day IT infrastructure operations, including network, systems, and end-user


computing.


• Provide end-user support (onsite) for hardware, software, and network-related issues


• Handle incident management, service requests, and escalation as per defined SLAs


• SLA expectations: Response time 15 mins, Resolution depends on the case (S1 – 2hrs, S2 -


4hrs, S3 - 6hrs, S4 - 8hrs)


• The scope includes installation, and setup of IT devices at the new site (60 desktops, 3 laptops,


1 router, 2 switches),


• IT equipment will be provided by client

• Perform preventive and corrective maintenance of IT assets.


• Manage patching, updates, and system health checks.


• Coordinate with vendors for hardware replacement and warranty support.


• Provide regular status updates and reporting.


• PC support and setting as our guideline


• Total is 30 HCs as of now, and this increase up to 50 HCs in next 2 months.


• Follow up the ticket and support the users


• Mon – Fri (8:30 AM – 5:30PM)