Answers To Your Questions

Field engineers range from general technicians that have experience with the product set that they’ll be touching (servers, networking, storage) to engineers with a very special skill set that has primarily been focused in a specific OEM or OEM product line.

Each OEM provides training courses for the specific platforms and technologies.

Beyond these courses, our engineers have the ability to build out test labs to work with devices that we’re supporting today and equipment that we’re in the process of offering support for. All of our engineers go through a character screening and technical qualifying process.

Our SMEs are extremely experienced engineers that have been managing their product lines for a very long time. Our highest level engineers are typically focused on one or two product lines at the maximum.

Below our SMEs are Level 1 and Level 2 engineers who have a broader range of technical knowledge, but also tend to have strengths within specific OEM products.

We have a blend of badged employees and long-term contracted field engineers. Regardless if they’re badged or contracted, they are all fully managed and their work is controlled by our high level technical resources at our Help Desk. This process is part of what sets us apart from most other TPMs.

Not only do we provide a very detailed action plan for our field engineers, if any work is required that is not part of the script it is first approved by our SMEs which allows us to prevent poor judgment calls and to keep the quality of services very high.

Also, we allocate a short list of engineers to each client’s facility so each customer gets accustomed to the same names and faces; this also allows our engineers to become familiar with each client’s data center and environment.

We have field engineers in almost all major cities across the United States and Canada.