IT Support Services (L1 / L2)
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Level 1 – Core Support
- Helpdesk & Ticket Resolution
- Workstation Setup & Configuration
- User Account Management
- Software Installation & Updates
- Email & Connectivity Support
- Printer & Peripheral Support
- Basic Network Troubleshooting
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Level 2 – Advanced Technical Support
- Server & Infrastructure Support
- Endpoint Management
- Advanced Application Support
- Network Administration (L2)
- Backup & Recovery Support
- IT Security & Compliance Basics
- Remote & On-Site Support
- Dell Wyse Management Suite (WMS) Administration & Deployment
- Full WMS setup (cloud or on-premise)
- Creation and optimization of groups, profiles, and policies
- Deployment of images, firmware, BIOS, and software packages
- Automation of tasks and configuration standardization
- Dell Thin Client Configuration & Support
- Installation and update of Wyse OS, Windows IoT, and UWF packages
- Configuration of kiosk mode, secure desktop, and user profiles
- Advanced troubleshooting for network, peripherals, RDP, PCoIP, and Citrix
- Performance optimization for multi-user and production environments
- VDI Platform Integration
- Configuration for VMware Horizon, Citrix Workspace, and Microsoft RDP
- Tuning for performance, stability, and user experience
- Remote management and monitoring of thin clients
- Security Hardening & Best Practices
- Unified Write Filter (UWF) configuration and tuning
- Control of updates and changes on thin clients
- Access policies, certificates, and endpoint security
- Remote Support & Preventive Maintenance
- Remote diagnostics and issue resolution
- Regular review of devices, profiles, and policies
- Status reports and recommendations for continuous improvement