RTS – Remote Technical Support

Availability of a qualified and competent team in the areas:

Service provided REMOTELY to facilitate rapid support for the management of problems relating to the areas listed

Aimed at ensuring a valid response to the administration needs of all or part of the IT infrastructure in use

Intervenes according to the Contracted SLAs

SM

Service Manager

Service Desk

Support Level 1°

Support Level 2°

Support Level 3°

Reperibilità

Remote Support Service

Administered with the involvement of the Service Manager and Service DESK
Supported by 1st, 2nd and 3rd level teams
Guarantees REMOTE technical support in all areas involving the Lan & Wan Solutions business areas:
1. INFRASTRUCTURE: Copper cabling, Fiber Optic, Rack cabinets, Environmental conditioning, Environmental detection probes, UPS, Video surveillance
2. NETWORKING: Distribution infrastructure (Switch), Router, Perimeter security devices (Firewall), Wi-Fi infrastructure
3. VOIP: VoIP telephony systems on physical or virtual infrastructures
4. IT: Microsoft Client and Server Systems, Linux Server Systems, Mail server, Remote Desktop Server, File Server, Print Server, Virtual Environment (Hyper-V, VMWare, AHV), Hyper convergence Systems, Storage (NAS, SAN), infrastructures Backup and DR, Antimalware Suite, Office365 Services, Clients, Printers, Office Applications
5. CLOUD: VM instances on AWS and Azure cloud, SAAS services, PAAS services, Distributed backup solutions
6. SECURITY: Detection and management of cyber threats
Ensures interventions for the restoration of anomalies or Improvement activities on all or part of the IT infrastructure in use, depending on the contract
Carries out the analysis of the recursion of the events by sharing the improvement needs with the customer
Guarantees problem solving through the involvement of all Lan & Wan Solutions business areas
Intervenes according to the contracted SLAs