ACT Technical Support
Single point of contact for the whole operation, with tickets opened, triaged, and tracked in GLPI, from start to finish.
Overview
Technical Support is ACT's front line for the whole operation: every request related to our managed services (Managed IT, Networks, Digital Security, IP Telephony, and Corporate Wireless Network) goes through this team. Tickets are opened, triaged, and tracked in GLPI, ensuring full traceability from opening to closing, with automatic escalation when an issue requires a more advanced technical level.
Key features
- Remote and on-site support, with no handoffs between departments
- Remote support for quick resolution: installation, configuration, system access
- On-site support for hardware, installations, and reformatting
- Full traceability: every ticket categorized, with a history by technician and client
- Business hours: Monday to Friday, 8:30am-12:00pm and 1:00pm-5:30pm
- Extended on-call coverage on weekdays, and dedicated coverage on weekends and holidays, subject to an extra contract or billed hours
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