Technical Support Engineer

Please share me a indication price too.

No.

Scope of Work

Description

1

Support and Maintenance for Microsoft 365 components and services

1.1 Microsoft 365 services, including Exchange Online/Hybrid, SharePoint Online, Teams, OneDrive, Viva, M365 Apps, Power Apps, Power Automate, Power BI, Forms, and other associated components such as Microsoft 365 Security and Compliance, Identity, Defender, Intune, Purview, Copilot, and Azure Server.

1.2 Microsoft Azure services, including Entra ID (Azure Active Directory), Azure AD Application Proxy, Azure AD Connect, Azure Conditional Access, Azure networking and security, and Azure compute and storage.

1.3 CUSTOMER Portal implemented on a customized SharePoint Online platform with identity management capabilities, Single Sign-On (SSO) integration for web applications, Self-Service Password Reset (SSPR), user self- services and configuration of libraries for document folders and permission setting.

1.4 Power Platform (Power Apps and Power Automate) applications developed internally by CUSTOMER.

2

Support and Maintenance scope and coverage

2.1 The service approach must include email support, phone support, secure remote access and on-site support as approved by CUSTOMER.

2.2 The supplier is required to provide unlimited 24x7 support through established hotline telephone numbers and email, with a response time of 30 minutes.

2.3 The supplier is required to deliver unlimited corrective maintenance via telephone, secure remote access support and on-site support. On-site support must be available within one hour of a request from CUSTOMER.

2.4 The supplier is required to perform routine maintenance tasks, including daily health checks, as agreed upon with CUSTOMER. The daily health checks should identify and address potential issues, vulnerabilities, risks, or misconfigurations that could impact the reliability, security, or performance of Microsoft 365 services.

2.5 The supplier is required to conduct preventive maintenance, including patch and version upgrades. A preventive maintenance report must be prepared quarterly.

2.6 The proposed support structure is as follows:

a. All service requests and incident tickets must be raised and tracked by the CUSTOMER IT Helpdesk.

b. The CUSTOMER IT Helpdesk will create service requests and incident tickets using CUSTOMER ticketing tools and assign them to the supplier's support engineer.

c. The supplier's support engineer is required to further analyse, investigate, troubleshoot and resolve the issues together with the CUSTOMER IT team.

d. The support engineer will serve as the primary point of contact for engaging with Microsoft support services, including opening support tickets and managing escalation for critical issues, security breaches, outages or technical challenges until resolution.

e. The incident and Root Cause Analysis (RCA) report must be prepared by the supplier for critical incidents or as requested by CUSTOMER.

f. A monthly performance report must be submitted based on the incident and support tickets.

3

SupportEngineers

3.1 The supplier is required to provide a dedicated Microsoft 365 or Azure Certified Support Engineer to deliver secure remote access support during CUSTOMER's official office hours and be available for standby support outside of working hours, as per the agreed-upon Service Level Agreement (SLA). On-site support will be required for critical issues that cannot be resolved remotely.

3.2 The scope of work for the Support Engineer is as follows:

a. The Support Engineer must

hold valid Microsoft certifications relevant to Microsoft 365 and Azure services (e.g. Microsoft

365 Enterprise Administrator Expert, Azure Administrator Expert).

b. Provide assistance with Microsoft 365 configurations and settings as needed.

c. Perform daily health checks on Microsoft 365 services and analyze alerts and advisories, ensuring service health across deployed components, including Exchange Online/Hybrid status, namely quarantine email, spam, and phishing.

d. Troubleshoot and resolve issues related to Microsoft 365 services, including email delivery problems, OneDrive access issues, and Teams functionality.

e. Support the CUSTOMER IT team in user provisioning, license management, and security configurations within the Microsoft 365 environment, as and when necessary.

f. Proactively monitor and maintain the Microsoft 365 environment, identifying and addressing potential issues before escalation.

g. Provide guidance and recommend best practices for effective use of Microsoft 365 tools and assist with integration and interoperability between Microsoft 365 and other platforms.

h. Prepare and deliver reports, including daily health check summaries, monthly support reports, and quarterly preventive maintenance reports.

i. Share knowledge and best practices with CUSTOMER IT staff to enhance overall proficiency and capabilities.

j. Collaborate with the CUSTOMER IT team to address technical challenges or requirements related to Microsoft 365 services.

k. Ensure continuity of support during planned or unplanned leave by assigning a backup engineer based on SLA.

4

Change Management and Updates

4.1 The supplier is required to plan and coordinate any scheduled maintenance activities, updates, and patches for Microsoft 365 services and components.

4.2 The changes and updates must be implemented during the designated maintenance windows as approved by CUSTOMER.

4.3 The supplier is required to communicate maintenance schedules, planned outages, and service interruptions to CUSTOMER.

5

Documentation and Reporting

5.1 The supplier is required to maintain accurate documentation of configurations, operating procedures, and troubleshooting steps related to Microsoft 365 services.

5.2 The supplier is required to generate reports on health checks, performance, availability, usage, and incidents profiling or trends of Microsoft 365 services according to the matrix as approved by CUSTOMER.

6

Training and Adoption

6.1 The supplier is required to conduct training sessions, workshops and technology updates on selected Microsoft 365 topics as requested by CUSTOMER. The sessions should be carried out with up to two (2) sessions per year and two (2) hours duration per session.