Second & Third Line Engineering
KNOWLEDGEABLE, RELIABLE & AGILE ENGINEERING

On hand solutions

Bates IT specialises in providing the highest calibre second and third line support engineers for our client base. Multi skilled across a plethora of vendors and technologies, Bates IT engineers can be deployed to any business sector and perform key tasks to ensure IT functions remain consistent and reliable at all times.

Service Description

Second Line Services Include:

  • Troubleshoot EUD (End User Device) hardware, software and configuration issues;
  • Provide Break-Fix Assistance to EUD (End User Devices);
  • Provide End Point Networking Support (Patching, Device Configuration or Setup);
  • Facilitate Moves and Changes;
  • Perform (EDU) Installs and Refreshes;
  • Provide delegated Request Fulfilment tasks;
  • Deliver and Install Service Catalogue Requests;
  • Update all ITMS and Configuration Data sets;
  • Ensure all works are carried out within the agreed SLA, Owning Incidents to Resolution;
  • Ensuring that a high level of customer service and support is provided;
  • Escalating problems where necessary to SDM or third party suppliers;
  • Engage with ITIL Processes and Requirements.

Third Line Services Include:

  • Monitor Infrastructure& Application Servers Proactively & Re-actively;
  • Deploy Security and Update Patches to Infrastructure & Application Servers;
  • Perform Local Data Centre or Cloud based Back-Ups;
  • Test Local Data Centre  or Cloud based Back-Ups;
  • Deploy Software and Updates via System Centre or other Centrally Managed Deployment Systems;
  • Assist Project teams and Second line Support Services with complex tasks;
  • Ensure all works are carried out within the agreed SLA, to the highest possible standards;
  • Ensuring that a high level of customer service and support is provided;
  • Escalating problems where necessary to SDM or third party suppliers;
  • Engage with ITIL Processes and Requirements.


ESSEX OFFICE
Bates Group
Walkers House
School Road
Essex CM77 6ST
Info@Bates-group.co.uk
01371 875522

HERTFORDSHIRE OFFICE
Bates Group
Pure Offices
26 Bridge Road
Welwyn Garden City
Hertfordshire AL7 1HL

SHEFFIELD OFFICE
Bates Group
Unit 9 Waleswood Industrial Estate
Waleswood Rd
Sheffield S26 5PY

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