We are a small business IT Support provider who work with small businesses to support their IT. I am looking for an outstanding individual or a company to help me support my clients IT infrastructure remotely. I currently have 8 clients who are small businesses, all of them with one server and up to 10 pcs. Most of the servers are running Windows Server 2003 small business.
**This ongoing project will suit an individual or a company that works on the same field and their main work is to support businesses like me. Please do not bid if you are not going to be available between [url removed, login to view] British Time to support me.**
I am looking for a company that is prepared to charge a **monthly fee** based on number of PCs and Servers. So I need your fee per PC/Server per month.
The technologies that my client currently uses:
* Windows Small Business Server 2003
* Windows Exchange
* Windows Server 2003
* Windows Server 2008
* Windows XP, Vista and 7
* Mac OS 10 (very few around 5 macs)
* Blackberry for emails
* Backup Exec
* NT Backup
* SpiceWorks for Ticketing system and monitering.
* Microsoft Office (Outlook)
* We also support most of common application (configuration, troubleshooting and installation/reinstallation)
* There might be some additional software which the winning bidder needs to be able to support them.
* (we don't support bespoke application or Financial apps). However, out of our good will we look at the issue in the first time and try to see if the problem is related to the actual software or linked to something we support)
* Small business routers (basic configuration and trouble shooting). We currently use Sonicwall firewalls and Cisco small business routers as well as other small brand routers (SHO).
* Web Hosting. Most of these client host their website with us
What individual we are looking for:
* Very well experienced IT support Specialist team who have Excellent experience on the above technologies plus:
o Very good experience on Active Directory
o Be able to help the client over the phone and remotely by accessing their PCs.
o Email Exchange
o Backups and restoring
o Email troubleshooting
o Windows Operating system troubleshooting
o Network trouble shooting (TCP-IP)
o Ability to work under pressure
o Ability to handle support tickets on a timely manner and as quickly as possible
o Ability to listen to customers and be patient with them as some are very demanding
o Very courteous and polite
o Experience with SpiceWorks
o Proactive on solving problems and suggesting solutions
o Ability to also answer queries and help customers with their Hosting websites
o Be prepared to help new customers with sales queries (this is not a sale role but some new users call to ask about our hosting services. The individual must be prepared to answer the services we offer)
o Be able to work by themselves with minimum management
o Helping optimising and speeding up the systems
o Very good english both spoken and written
We currently receive up to 20 tickets a week. As you can see the number of ticket is so low and hence I expect the team working with me to be proactive and help make regular checks on the systems and keep all the software application optimised and updated.
The successful candidate/company will help me install SpiceWorks on each server of my client. SpiceWorks will be the backbone of out Network Monitoring and Ticketing system. So experience with VPN and Dynamic IPs is essential as most of these 8 clients don't have a fix IP address.
We will install SpiceWorks on each of these Servers which will act as a remote service to the main Instance of SpiceWorks that will be installed in our office.
Everything that is done must be logged under SpiceWorks so that everything can be easily tracked.
* * *This broadcast message was sent to all bidders on Thursday Aug 11, 2011 10:54:16 AM:
Clearly some of the bidders or most don't read the requirement of the project before bidding. I am going to give them a second chance to think their bidding before I reject anyone who failed to do so. Some are quoting some redicilous prices which I am not quoting my current customers eventhough I am based in UK and them in Far East!!!! Please be sensitive in quoting the price. ------------------------------ THIS IS A MAINTENANCE CONTRACT THAT I WANT TO DRAW WITH THE WINNING BIDDER. THIS IS NOT A FULL TIME JOB, YOU ONLY GOING TO SUPPORT ME WHEN THERE IS AN INCIDENT, HENCE YOU NEED TO FIND OTHER THINGS TO DO FOR YOURSELF WHEN THERE IS NO WORK FROM MY SIDE. I HOPE I AM CLEAR HERE.
* * *This broadcast message was sent to all bidders on Wednesday Aug 17, 2011 6:05:29 AM:
To all bidders who submit their proposal: There seems to be some confusion by most of the bidders for this project. I assume this is due to the fact most of the bidders don't go through the project requirement very carefully. This project is for ongoing work with over 6 months of contract to the successful bidder. I re-iterate, this is not a full time or part time position this is a maintenance contract for IT Support. Meaning that the part taking parts on this project will only be doing work when there a ticket submitted through the help desk as well as some ad hoc work on a weekly or monthly basis. Currently we receive up to 20 tickets, last week ticket submissions was only 3 tickets and the time to solve each one was between 5min to 30min, so why on earth I am to pay someone hourly rate where there is nothing to be done??!! Please bear in mind this project (contract) is suitable for someone who does IT support to other clients and would like to add this contract to their portfolio. Someone who does similar work like me. I will give a second chance to everyone to check the project properly and come back to me. failure to do so will result on immediate decline of the bid. I hope this message is making things clear and I look forward to hearing from you soon. Regards,