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IT Outsourcing

System Engineer

A Systems Engineer is in charge of designing, implementing and maintaining the information technology systems for an organisation. Main duties include designing the basic computing infrastructure to accomplish key tasks, establishing networking rules for cybersecurity and troubleshooting network errors or other technical issues. It also include prevent serious issue such as data loss and system crash. However, we also provide other positions to serve other purposes for your business which will be our IT Support or Application Support.

Service Scope

The Standard Information Technology service is an integrated suite of support services for IT infrastructure.

Support is provided through

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Phone

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Remote Control Assistance

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Onsite service (depending on what we agreed)

Hardware Purchase Recommendations and Standards

TMES suggests the Customer to uses brand name server and network such as DELL, HPE, Cisco and Aruba. It would standardise the business systems and services. However, if the Customer has their preferred brand, we will follow that requirement accordingly.

Software Purchase Recommendations and Standards

In compliance with Thai law, we highly recommend the Customer to purchase all legal licenses from the product owner or the authorised vendor. To secure any illegally use software unintentional in the future.

Cloud Provider Recommendations and Standards

TMES highly recommended to use services from public cloud providers such as Alibaba Cloud, Amazon Web Services (AWS) and Google Cloud Platform (GCP). It would standardise security, governance and compliance issues.

Asset Management

On request, the Customer may receive assistance with server and network systems replacement planning which includes: Hardware and software inventory of the Customer.

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Manage

Hardware or Virtual Machine (VM) Installation

- The Customer must provide information and details clearly on each request.

- System engineers will perform to prepare environment on whether physical hardware or VM as the Customer’s requested accordingly.

Software Installation

- System engineers will install only legal software on servers of the Customer, and might include Remote Control Assistance software.

- The Customer must provide the proof of licensing before requesting to install the software.

- The Customer must assist technicians to contact software owner, if there is required to activate or pre-software-installation from software owner.

Plans and Implements

- The Customer must provide requirements and objective clearly.

- System engineers will create an action plan that drives meet the Customer’s requirements.

- Some of plan may require to perform a Proof of Concept (POC) before implementing that particular project.

Operating System and Application Patching

Managed servers receive regular operating system and security updates from Microsoft. Application updates that contain security fixes and improvements are also applied after our system engineers tested.

Firmware Upgrading

TMES will perform upgrade all firmware only critical patch updates, not upgrade version to prevent the system crashes.

Managed Server and Network Configuration

TMES may remotely apply configuration changes to managed server and network systems in response to client requests, to prevent problems from affecting server and network systems.

Monitor Server and Network Availability, Fault and Performance

System engineers will check server and network systems regularly to ensure that the system availability when they need to be used. All server and network logs will be analysed when there is something wrong.

Endpoint Security Configuration

TMES applies security configuration settings of Symantec, McAfee and Kaspersky for Windows machines to protect risk and/or being exposed to the possibility of being attacked and harmed.

.Provide Anti-Virus software installation of the purchased versions.

.Ensure Anti-Virus software is running properly.

.Ensure virus definitions are being updated to current versions.

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In Scope

The following requirements apply to clients receiving this service.

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Clients will provide access to supported server and network systems either in-person or via Remote Control Assistance.

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Clients will be available to support staff during standard service hours (9:00 AM to 6:00PM) to answer questions that facilitate service delivery.

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Clients will be available to support staff during standard service hours (9:00 AM to 6:00PM) to answer questions that facilitate service delivery.

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Clients must provide authorise as an administrator level.

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Clients must get an approval to get a new server or network equipment if required.

Out of service

There is no available for server and network systems that meet the following criteria:

.The supported equipment is not the Customer property.

.Server and Network systems are not running legal software and/or have no license.

.The Customer is not authorised to remote assistance.

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Cloud Provider Recommendations and Standards

TMES highly recommended to use services from public cloud providers such as Alibaba Cloud, Amazon Web Services (AWS) and Google Cloud Platform (GCP). It would standardise security, governance and compliance issues.

Asset Management

On request, the Customer may receive assistance with server and network systems replacement planning which includes: Hardware and software inventory of the Customer.

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Project based

This service needs to be discussed about the scope of work before implementing the project. It will be delivered only what TMES and the Customer agreed. For more information, please contact us viainfo@tmes.co.th

.Bulk hardware replacement

.Upgrade bulk servers or MS Windows

.Re-wiring LAN cables

.Implement big IT projects

Hours of Coverage

Standard Information Technology Services are provided Monday to Friday | 9:00 AM to 6:00 PM except public holiday. If there is an urgent case, it will depend on what TMES and the Customer agreed.

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