Looking to outsource T1 hardware support NZ-wide?

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kenkeniff

628 posts

Ultimate Geek

#175016 14-Jun-2015 10:38

I'm working with a business that sells and installs specialised robotic equipment all around NZ consisting of the robot itself and a Windows PC to control it.

They're looking to outsource the first-level tech support to a company that can provide a NZ-wide coverage of local technicians.

First-level in this context is basically tech-savvy hands & eyes on the ground to;

Identify and fix basic issues with PC or Robot (loose power cable etc).
Carry out basic servicing as per manual.
Identify faults and escalate to next level tech support.
Carry out guided repair operations (replacing components etc).

The goal is economy and speed by utilising local technicians rather than flying the consultants all over the country to fix minor issues.

Which companies are able to provide this sort of service?

w00t

51 posts

Master Geek

#1324388 14-Jun-2015 11:43

Datacom?

http://www.datacom.co.nz/Our-Services/IT-Management/Field-Services

*Disclamer - I work for Datacom Systems*

kenkeniff

628 posts

Ultimate Geek

#1324390 14-Jun-2015 11:49

w00t: Datacom?

http://www.datacom.co.nz/Our-Services/IT-Management/Field-Services

*Disclamer - I work for Datacom Systems*

Thanks, can you provide any more info about how this service works?

w00t

51 posts

Master Geek

#1324392 14-Jun-2015 12:01

I work in the same office as some of the field staff, but I'm not involved in it day to day.

They run support contracts for a bunch of customers - both local and nationwide - including Foodstuffs and The Lotteries Commission. So if your Lotto terminal or Supermarket Checkout has a problem, an 0800 number call hits the 24 hour service desk and an on call engineer is dispatched. They also have access to a local inventory of spare parts and if the issue is identified up front they will already have what they need on hand.

Datacom is pretty flexible in it's contracts, so if you have a specific need you're probably better off hitting up the contact form on the web site to get hold of someone who can give you a better feel of what they can do for you.

timmmay

20575 posts

Uber Geek

Trusted

Lifetime subscriber

#1324409 14-Jun-2015 12:56

Ricoh have an NZ wide network, I had them do a nationwide rollout of software onto their copiers. They or one of the other big players in that market like Fuji Xerox aren't just copier places, they're full professional services outfits. Give them a call and ask.

lxsw20

3552 posts

Uber Geek

Subscriber

#1324427 14-Jun-2015 13:25

Visual Group is another one to try.

nathan

5695 posts

Uber Geek
Inactive user

#1324442 14-Jun-2015 14:00

DTSL would be another to try www.dtsl.co.nz I Believe they have 16 or so offices nationwide and do this sort of thing too

chevrolux

4962 posts

Uber Geek
Inactive user

#1324486 14-Jun-2015 16:40

nathan: DTSL would be another to try www.dtsl.co.nz I Believe they have 16 or so offices nationwide and do this sort of thing too

Haha yea DTSL is a funny one. I have met a few of them around the place and some of the guys seem super on to it. But then I came across them at a site we had a VoIP phone system in and they were doing the N4L install. Got a call that the phones weren't working and imagine my surprise when I see they have just removed my router (a mikrotik), replaced with the N4L router and not bothered to configure the voice vlan, dhcp options etc... Then when I tell the tech he hasn't set up the vlan he says 'I don't know how'.