Onsite IT Support
No team in Hong Kong, or not enough hands? Our field engineers work your tickets: installs, repairs, smart hands and inspections — per ticket or on a monthly plan, acting as your extended team.
Many providers and multinationals have equipment and customers in Hong Kong but no resident engineers. Hiring one person per task is expensive and slow to schedule. Onsite IT support means dispatching our field team against your tickets, paid per ticket or monthly.
1. Scope
- Install and rack: routers, switches, firewalls and servers — unboxing, racking, power-up and first-stage configuration.
- Smart hands: working with your remote team on site — patching, re-seating, power cycles, step-by-step checks, photos back to the ticket.
- Field repair: hardware swaps, patch-panel tidying, on-site replacement with the remote team in the loop.
- Upgrades & moves: hardware refreshes, firmware upgrades, rack moves and re-patching in low-traffic windows.
- Scheduled inspections: monthly or quarterly rack and room checks with a written report and photos.
2. Pricing models
| Model | Best for | How it is billed |
|---|---|---|
| Per ticket | Occasional jobs, POCs, one-off installs | Quoted per ticket, including travel and standard hours |
| Monthly plan | A predictable number of visits per month | Fixed fee with included visits; overage at a discounted rate |
| Smart-hands retainer | Long-term work with a remote NOC | Agreed standby windows, ticket-system integration |
| Emergency dispatch | Failures that need the fastest arrival | Tiered by SLA, confirmed by phone before dispatch |
3. What our engineers do
Network & cabling
Patch leads made and tested, equipment racked and de-racked, port operations, photos and labelling.
Servers & rooms
Power cycling, drive swaps, KVM assistance, rack tidy-ups and inspection records.
With your remote team
We follow your runbook line by line and report via WhatsApp or your ticket system — no freelancing.
Documentation
Every visit closes with a report: what was done, what was found, photos and recommendations.
4. Process
Open a ticket
Location, time window, scope of work and the remote contact.
Confirm & schedule
We confirm feasibility, quote (per-ticket) and assign an engineer.
Execute on site
Follow the runbook or agreed judgement, synced with your remote team.
Report & close
Ticket report and photos; follow-ups listed separately.
5. Coverage and hours
Coverage across Hong Kong Island, Kowloon and the New Territories, plus local data-centre operations (appointment windows required). Standard hours are Mon-Fri 09:00-18:00; after-hours, weekends and holidays can be arranged, with emergency dispatch tiered by SLA. Arrival commitments are written into the service description by district.
6. FAQ
Same-day dispatch?
Depends on district and complexity; urban jobs can often be same-day, but booking one business day ahead is safer. Emergencies are tiered separately.
Will engineers improvise and break things?
House rule: only what the ticket says. Anything outside scope gets photographed and escalated to you first — never decided on site.
Data-centre access?
You provide authorisation and book the window; we follow the facility's process for entry, registration and photography rules.
Pure labour only (unboxing, moving)?
Yes — state it on the ticket. Labour-only and technical work are quoted at different rates, listed separately.
Do unused monthly visits roll over?
Usually one month, written into the agreement. Plans are sized to your real usage, not to leftover visits.
Have a project in hand? Start with the requirements.
Tell us the purpose, location and timing. We will come back with what is feasible, what it depends on, and an indicative price range.