Managed IT Service
Full-Time Onsite IT Support Services
Designated and dedicated IT engineers — full-time or part-time — embedded in your office and backed by Brocent's 3,000+ engineer pool across Asia, EMEA, and USCA.
Why Outsource
Benefits of Complete IT Outsourcing
Outsourcing your entire IT environment typically lowers IT operating costs by 30–40%. Brocent's FSO management team manages IT Service Continuity Management (ITSCM) — planning for incident prevention, prediction, and management to maintain service availability at the highest possible levels.
Free Your IT Headcount
Free up existing IT staff to focus on core business objectives. Access a depth and breadth of IT expertise with 100+ certified staff across 70 disciplines — without adding headcount.
Reduce IT Disruption
Decrease system outages and reduce the impact of any disruption with proactive monitoring and management. Improve overall IT system and staff operational efficiency.
Optimise IT OPEX
Convert IT capital expenditures into manageable operating expenses. Outsourcing typically lowers IT operating costs by 30–40%, with a flexible contract that scales to your business needs.
Access Advanced IT Toolset
Access Brocent's advanced IT toolsets and only pay for what you use. Reduce IT staff expenses by paying only for the tasks and skill-sets you need, when you need them.
Sizing Guide
Do You Need a Full-Time Engineer?
A full-time engineer is typically required when your IT environment has more than 100 IT users and/or devices. For smaller teams, a 0.5 FTE, managed IT support, or ADHOC model is more cost-effective.
Using Brocent Pay-as-You-Go saves a minimum of 37% OPEX & CAPEX cost on HR payroll, and the cost of time & tools.
| Office Size | Recommended Model |
|---|---|
| < 50 users | ADHOC or remote managed IT support |
| 50 – 100 users | 0.5 FTE (part-time engineer) |
| 100 – 500 users | 1 FTE (dedicated full-time L1/L2) |
| 500 – 2,000 users | Multiple FTE with team lead |
| 2,000+ users | FTE team with PM + dedicated engineers |
Resource Pool
Choose Qualified Designated IT Engineers
Brocent manages a 3,000+ engineer pool across Asia, EMEA, and USCA — covering China, Poland, Germany, United Kingdom, Mexico, Hong Kong, Taiwan, Singapore, Vietnam, Thailand, Indonesia, Japan, and more. When you need IT talent, Brocent's RSCM team prioritises the resource pool to minimise lead time.
L1 Desktop Support Engineer
Basic knowledge of desktop and network. Handles password resets, software installation/uninstallation, device provisioning, and site surveys.
- Password reset & account management
- Software install/uninstall/reinstall
- Basic EUC troubleshooting
- Site survey support
L2 Desktop Support Engineer
More experience in solving complex issues and can guide/mentor L1 engineers in troubleshooting. Handles advanced EUC and OS issues.
- Advanced EUC and OS troubleshooting
- L1 mentorship and escalation
- Hardware break-fix
- Remote desktop support
IT Help Desk Executive
Ensures the team operates in an orderly and effective manner to achieve KPIs. Allocates resources within the team and enhances work efficiency and quality.
- Team KPI management
- Ticket queue management
- Resource allocation
- Quality assurance
L2 Network Engineer
Executes with high success in Windows Server, Exchange, firewalls, and backup environments. CCNA/MCSE level expertise covering desktop and networking diagnostics.
- CCNA/MCSE certified
- Firewall & routing configuration
- Windows Server & Exchange
- Backup and DR operations
System Engineer
Works with project managers and engineering crews as the primary technical communication link. Plans, validates, and operates across projects with measurable risk assessments.
- Systems integration
- Technical escalation point
- Risk assessment & planning
- Multi-vendor coordination
Senior Project Manager
Leads teams to deliver projects spanning multiple business units. Manages resources, schedules, financials, and quality gates throughout the full systems development lifecycle.
- PMP/PRINCE2 certified
- Cross-functional team leadership
- Budget & milestone management
- SDLC governance
Engagement Models
Types of Resource Augmentation Services
Brocent offers four engagement models to match your specific situation — whether you are starting fresh, rebadging an existing resource, working to a fixed budget, or changing an existing plan.
Fresh Hire
Brocent responds to your RFP by conducting a systematic assessment of your IT environment needs, then proposes the desired engineer level and service schedule — sourcing from our 3,000+ engineer pool.
Rebadge
You already have FTE/PTE resource and want to change the main contractor while retaining the engineer. Brocent conducts an HR assessment to identify job level, social benefits, and service continuity plan.
Hire to Budget
You have a clear IT service budget. Brocent responds to your RFP, assessing your needs against the available budget, then proposes the optimal engineer level and service schedule.
Hire for Change
You want to change an existing FTE/PTE service plan. Brocent assesses the change impact on service level, quality, and business, then proposes an updated service offering.
Fast Onboarding
Onboard IT Talents to Your Team
It takes one week to onboard a Level 1 IT engineer. Brocent's RSCM and Transition Service Officer (TSO) team supports you on interview, onboard planning, training, shadow plan, and timesheet management.
Submit a CV/resume request →In-take Survey
Assessment of client IT environment and engineer requirements
Takeover Pack
Preparation of service transition documentation and handover materials
Client Onboard
Formal onboarding of the engineer to your systems and team
Client IT Manual
Delivery of a complete IT manual covering your environment and procedures
HR & Legal Compliance
Onboard IT Staff & HR Compliance
FTE/PTE outsourcing service is part of Brocent's managed service offering. Legal compliance is a key management focus — delivering secure, precise, and legally compliant engineering services. Brocent handles compliance to local HR labour law, background verification, data privacy regulations (GDPR, CBPR), liability insurance, taxation law, and health and safety regulations.
Non-Disclosure Agreement (NDA)
An NDA creates a confidential relationship between the parties and protects commercial confidential documents and information — making business cooperation smoother and safer.
Background Verification
Brocent verifies the validity of the engineer's background to ensure skill level and work ethics — also ensuring a safer work environment and avoiding any monetary or reputational loss.
Criminal Record Check
A criminal check is part of the background verification process, assessing loyalty and trustworthiness to ensure a safer work environment.
Consent Letter
Brocent collects a signed consent letter to conduct background checks legally and ensure the individual is properly informed — keeping proper records to prevent legal problems.
Onsite Behaviour Qualification
Brocent regularly conducts internal evaluations of engineer onsite behaviour, scoring and ordering improvements where needed. Internal scores can be shared with the customer.
Onboarding Training
Includes collecting engineer information for background checks, signing NDAs and project documents, and TSO team briefings — ensuring all engineers are fully prepared before the first day on site.
Resource Management
Resource Attendance Management
Brocent delivers accurate and timely attendance reports via its in-house FTE Management System — an important aspect of the Project Delivery Plan. By monitoring attendance, Brocent identifies service delivery quality and potential impact through absence and overtime analysis.
- Billable hours calibrated against absentee hours and overtime
- Percentage of absence and Time Allocation Service (TAS) breakdown
- Cost impact analysis by worked hours
- Monthly attendance reports delivered to client and service manager
Daily Support by Brocent Engineers
Cabling Dressing
Data Centre
IT Setup
Retail Stores
Endpoint Support
Warehouse
LAN Cable Refresh
Back Office
Deskside Support
Regional Help Desk
Meeting Support
AV Solutions
Rack Elevation
Remote Office IT
Door Access Control
New Office Setup
Engineer Competency
Skill Level Framework & Full Job Inclusion List
Brocent uses a 4-tier skill framework across five technology domains — IoT/EUC, Information Security, Server & Storage, Cloud, and Network. All 15 FTE job roles map to one of these tiers.
Level 3
Expert Level
Level 2
Senior Level
Level 1.5
Intermediate
Level 1
Junior Level
| Level | Role |
|---|---|
| L1 | Deskside Support Engineer First-line hardware and software support for end users |
| L1 | Asset Management Specialist IT asset lifecycle tracking, CMDB maintenance, device provisioning |
| L2 | Deskside Support Engineer Advanced EUC, OS troubleshooting, mentors L1 engineers |
| L1 | Service Desk Executive Ticket handling, queue management, first-response coordination |
| L2 | Service Desk Change Manager Change advisory, ITSM process governance, change calendar management |
| L2 | Service Manager SLA governance, client communication, service review meetings |
| L3 | Service Delivery Manager Strategic IT outsourcing oversight, KPI ownership, escalation authority |
| L1 | Network Specialist LAN/WAN cabling, basic switch/router configuration and patching |
| L2 | Network Administrator CCNA-level firewall, routing, VPN, and wireless management |
| L3 | Network Architect Enterprise network design, multi-site topology, SD-WAN strategy |
| L1 | System Engineer Server build, OS installation, AD account management |
| L2 | System Administrator Windows/Linux server ops, backup, Exchange, VMware |
| L2 | System Project Manager IT project coordination, migration planning, stakeholder management |
| L2 | System Security Auditor Security policy review, vulnerability assessment, compliance checks |
| L3 | Network & System Expert Cross-domain expert covering complex network, server, and security environments |
Engineer Reference
Standard Toolkit by Engineer Level
All onsite engineers must carry a 24-item standard toolkit before attending any engagement. Requirements vary by role (EUC or Network) and level (L1 / L2). The full toolkit reference covers EUC L1, EUC L2, NTWK L1, and NTWK L2 requirements — also applicable to field dispatch engineers.
FTE Coverage
19+ Core Markets, 50+ Countries
Brocent maintains active FTE resource pools in 19 core markets across APAC, EMEA, and USCA. Dedicated and designated engineers are available for both short-term projects and long-term contracts. Contact your account manager for coverage in additional countries.
Feasible Industries
20+ Industries Served
Brocent's FTE engineers serve clients across all major industry sectors — from financial services and retail to healthcare, manufacturing, and government. Industry-specific knowledge (e.g., regulatory requirements, operational workflows) is factored into engineer selection.
Transparent Pricing
Key Price Influential Factors
Brocent engineers are deployed directly at the client's premises, following the client's HR and administration policies. Payroll and HR management remain Brocent's sole responsibility. The following 12 factors influence the service cost — each is agreed in writing before the contract is signed.
Contract Duration
Longer commitments attract lower monthly rates. Standard terms are 6, 12, and 24 months.
Job Level & Key Skillsets
L1, L2, and L3 engineers are priced differently. Specialist skills (e.g., cybersecurity, cloud) attract a premium.
Working Experience
Years of relevant industry experience impact market salary and thus the service rate.
Working Language (CEFR)
Bilingual or multilingual engineers (e.g., English + Japanese, English + Mandarin) command a premium.
Work Time / Window
Standard business hours, extended hours, shift work, 24x7, or on-call arrangements are priced differently.
Work Site Location
City-centre sites, remote locations, multi-site coverage, and shuttle bus availability all affect the rate.
Resource Type
Fresh Hire, Rebadge, Hire to Budget, and Hire for Change each carry different set-up and transition costs.
Backfill Resource
Whether a standby/backfill resource is required during leave or absence affects the service rate.
Client Internal Holidays
Whether client public or internal holidays are billable or non-billable is agreed in the contract.
Paid Leave Compliance
Client agrees to fund legal paid leave entitlements (annual leave, sick leave) per local labour law.
Handover Period
For resource changes, the number of required handover days is agreed and costed upfront.
Severance (N+1)
Client acceptance of a standard N+1 severance clause for early contract termination.
Hiring Workflow
Resource Hiring Process
Brocent's Field Service Operation (FSO) and HR Recruit Team (HRRT) maintain a structured 10-step hiring process — from client vetting call through to annual appraisal — ensuring the right engineer is placed and continuously developed throughout the contract.
Client
Vetting Call
Initial call to assess client IT environment, job requirements, and service expectations.
Brocent FSO
Publish Hiring Plan
Brocent's Field Service Operation team creates the hiring plan and publishes the requirement to the sourcing network.
Brocent HRRT
Sourcing & Screening
HR Recruit Team sources candidates, conducts technical assessment, and screens against client criteria.
Client
Client Interview
Shortlisted candidates are presented to the client for interviews. Brocent manages scheduling and interview logistics.
Brocent HRRT
NDA & Job Offer
Successful candidate signs NDA and project documents. Background verification (criminal, education, identity) is conducted.
Brocent HRRT
HR Onboard Process
Formal HR onboarding: payroll setup, benefits enrolment, local labour law compliance, and liability insurance.
Brocent FSO
Onboard Initiation
TSO team prepares the Takeover Pack, Client IT Manual, and shadow plan. Engineer is briefed on client environment.
Client + Brocent
3-Month Hyper Care
Dedicated hyper care period: close monitoring of performance, knowledge transfer, and rapid issue resolution.
Brocent FSO
Attendance Management
Ongoing attendance tracking via Brocent's FTE Management System — billable hours, absence rates, and TAS reports.
Brocent
Annual Appraisal
Annual performance appraisal covering technical competency, client feedback, and knowledge refresh plan for the next cycle.
ITSCM
Service Continuity Plan
Brocent's FSO management team runs a formal IT Service Continuity Management (ITSCM) programme — focused on incident prevention, prediction, and management. Any service interruption in a critical IT deployment project can mean a significant stoppage of client business systems and revenue loss. The following six factors are actively managed to secure continuity.
Resource Leave Plan
Proactive scheduling of annual, sick, and public holiday leave to prevent unplanned service gaps.
Resource Backfill Plan
A pre-identified backfill resource is available and briefed to step in immediately upon absence.
Knowledge Refresh & Transfer
Regular documentation updates, IT manual refreshes, and structured knowledge handover between engineers.
Public Holiday Schedule
Service continuity schedule agreed in advance for all public and client-specific holidays.
Resource Pool Management
Brocent maintains a country-level resource pool with redundant capacity to absorb demand spikes.
Technology Enablement
Ability to continue service delivery from home or onshore facilities using remote tools during emergencies.
Reporting & Governance
Knowledge Management
Brocent provides structured governance and reporting throughout the engagement — from real-time incident notifications to monthly service reviews and continuous IT environment improvement planning.
Monthly Performance Report
Monthly report covering SLA achievement, ticket volumes, response times, and an IT environment improvement plan — delivered to the client and service manager.
Incident Notification
Email notification for standard incidents; phone escalation for critical issues affecting business operations — ensuring client is always informed in real time.
Remediation Plans
Structured remediation plans for the most frequently occurring IT incidents — reducing repeat occurrences and improving overall environment stability.
Governance & Enhancement
Regular IT system health and compliance gap analysis. Brocent supports clients in improving IT process and technical weaknesses identified during the service period.
Client References
FTE Engagement Case Studies
Brocent has been delivering FTE services in APAC since 2007, with active engagements across finance, retail, and technology industries. The following cases demonstrate the scale, scope, and multi-country reach of our FTE deployments.
Client
Global Asset Manager
User Size
150+
Since
2021 — Ongoing
Sites
Scope
Technologies
SLA: System: 24×7 | EUC: 8×5×4 or NBD
Languages: Mandarin & English
Client
Global Luxury Retail Group
User Size
1,000+
Since
2022 — Ongoing
Sites
Scope
Technologies
SLA: System: 24×7 | EUC: 8×5×4 or NBD
Languages: English
Client
Global Technology Corporation
User Size
5,000+
Since
2020 — Ongoing
Sites
Scope
Technologies
SLA: System: 24×7 | EUC: 8×5×4 or NBD
Languages: English, Japanese & Chinese
Need a dedicated IT engineer at your office?
Brocent deploys FTE and PTE engineers across Asia, EMEA, and USCA within one week. We manage all HR compliance, background checks, leave cover, and attendance reporting — so you can focus on your business.