Process – when dispatching internal technical on site

This onsite request can come from the end client through Intake (phone, email or portal) or from another team (CARE, Support or Escalation)

1. When there’s a need to dispatch a technician/engineer onsite, please send the request to Support Engineer II - Lead
2. Support Engineer II - Lead will ground the issue and see the need to go onsite or does it need to go to a different technician/engineer to troubleshoot
3. Once it’s grounded that will need onsite support, Support Engineer II - Lead is to reach out to the end user or POC to set an expectation on when we can satisfy this onsite request, set an agreeable time and find the Scope Of Work (SOW)
4. Support Engineer II - Lead will confirm with the POC on the physical address and best call back number
5. Support Engineer II - Lead will test the systems for any info/password needed to accomplish the task (Switch password, FW password, VMHost, vCenter, etc….)
6. Put the schedule time with the client in Pzzle using the scheduling feature
7. Add schedule for travel time before and after for the onsite (without the client)
8. Detail in the ticket on SOW and equipment needed using the following format:
9. POC info

• Cell phone and office phone
• physical address - Select as the location in the ticket if presence

1. SOW:

1. Equipment needed: