Technical Engineering Support Team

Our support services are used by over 100 channel partners, assured by the training accreditations of our in-house and outsourced engineers, that their end-users receive the levels of competence necessary to meet the demands of complex hardware and software infrastructures.

Olympic Support has over 40 technical team members, two of which concentrate solely on hotline support and 32 are dedicated field support engineers. Our network of engineers extends across the UK & Ireland and Europe. This network is made up of Sun, HP, IBM, Fujitsu, Cisco certified engineers, "best-of-breed" technical specialists and software forensics analysts. From the simple to worst-case scenarios, our technical support team responds quickly to issues, with the knowledge that they can be resolved to the complete satisfaction of the channel partner and their end-user.

Our technical team is available on immediate callout with access to loan equipment to keep systems running. With a range of diagnostic tools and information services at their fingertips, our technicians have all the tools of the trade needed to minimise any business downtime.

  • Hardware diagnostics
  • Hardware reconfiguration and hot-swapping
  • Stress testing
  • Network topography analysis
  • Network traffic analysis and probing
  • System information-gathering utilities
  • OS and patch analysis
  • Examination and interpretation of system log files
  • Examination and interpretation of system performance statistics
  • Comparisons with known failure scenarios
 

Whether faced with integrating Windows servers into an existing UNIX network, or migrating UNIX servers to a Windows server environment, Olympic Support provides the technical knowledge and back-up ensure project success.

Where our in-house engineers would find meeting SLAs difficult, Olympic Support has a carefully selected list of outsourced technical engineers who will cover the site. Olympic Support retains full ownership of the call and takes full responsibility for the work carried out by these outsourced technical engineers.

On completing a fix or maintenance to the satisfaction of the caller, end-user and engineer sign off on a field service report to confirm that both parties concur on resolution and the work undertaken. A copy is left on-site and is available to channel partners in Supportal.

Our technical team are fully aware of health and safety issues including “heat load”, planning communication racks you can navigate, providing an adequate number electrical outlets in accessible locations and utilising an air-conditioned environment.

All our engineers adhere to a company dress code, so arrive on-site looking professional and capable. They wear no company insignia and arrive in unbranded vehicles.

Software Support Team

Where complex software issues arise and cannot be resolved, Olympic Support utilises the specialist knowledge of software forensic analysts we partner. The majority of inbound support calls with a software or OS problem are diagnosed and resolved remotely by one of our engineers. Where complex software issues arise or problems that cannot be determined as hardware or software related, the call is escalated to one of these specialists, who have extensive knowledge, Sun software and Veritas Cluster amongst others. Olympic Support always retains ownership and responsibility for the call in these circumstances.

Software related issues we can provide support for include:

  • Anti-Virus Issues
  • Back-up Services
  • Data Migration
  • Effective and Efficient Housekeeping
  • Integrating Different Operating Systems and Multi Vendor Applications
  • Out of Warranty Repair
  • Troubleshooting
  • Upgrades
  • Administer File Resources
  • Managing Data Back-up and Restore
  • Install and Upgrade Operating Systems and Applications
  • Troubleshoot Problems
  • Administer User Accounts
  • Applying Patches to an Operating System or Application
  • Understanding and Implementing Security Measures