Services / IT Support
APAC IT Support — Remote & Field Coverage Across Asia
Brocent's managed APAC IT support team delivers remote and on-site field support across all major business districts in Hong Kong, China, Singapore, Japan and 100+ countries worldwide. 30-minute response to central business areas.
Scope of Service
What We Support — Network, EUC, Cloud & Server
Network
Cisco, Juniper, Riverbed, Avaya, HP and Huawei — installation, change, upgrade and replacement across 56 cities in Asia.
Computer (EUC)
Lenovo, Dell, HP, Apple Mac and Fujitsu — OS installation, system upgrade, security hardening and IT asset disposal.
Cloud Infrastructure
Azure, Alicloud, Baidu Cloud and Amazon AWS — installation, deployment, survey, migration and routine support.
Server & Storage
Synology, NetApp, EMC, Azure and Alicloud — installation, deployment, survey, migration and routine support.
Service Catalogue
APAC IT Support Components
Brocent's comprehensive Scope of Work (SOW) covers on-premise, private cloud, public cloud and hybrid cloud environments. Each category code maps to a defined service capability.
Hardware Maintenance & Support
Hardware maintenance and support covering spare parts, warehouse management, IT asset disposal and backline support.
EUC Printing & Imaging Devices
Hardware and software maintenance for printers and image processing systems. Leasing programmes available in China, Hong Kong and Singapore.
OS & Application Support
Operating system and application technical activities covering Microsoft, Linux and macOS environments.
Server Application & Storage Support
Level 2/3 senior technical support for servers and storage — HP, Dell, IBM, Lenovo, NetApp, EMC.
Network Management & Support
Network administration and maintenance for Cisco, Huawei, Palo Alto and H3C — configuration, staging, deployment and 24×7 monitoring.
Audio & Visual System Support
A/V system design and installation covering Cisco, Polycom and Microsoft Teams Rooms.
Door Access Control & CCTV
Physical security systems integration — door access control, IP cameras and CCTV management.
Account & Password Management
Backline administration for corporate user account and password management — Active Directory, SAP, OA, CRM and more.
Consulting & Survey Service
Senior technical consulting covering IT infrastructure, security governance, business applications and cloud IaaS services.
Managed IT Support with Tools
Global SMB managed IT programme covering remote support, onsite support and project delivery using Brocent automation tools for monitoring, patching and backup.
OS & Software Installation (IMAC)
Routine EUC support for computers and mobile devices — installation, change, de-installation and configuration management.
Hardware Install/Move/Change (IMAC)
IT support in data centres — new installation (rack & stack), cable connection, UAT, survey and joint technical testing.
Cloud & Telecom Service (IMAC)
Technical coordination for telecom and cloud subscriptions — internet, PSTN, SIP, ECS, storage and email.
System Integration Services
End-to-end system integration covering network, storage, computers, cloud and data centres.
Preventive Maintenance
Scope of Preventive IT Maintenance
Proactive maintenance keeps your systems secure and available. Brocent performs structured checks across six domains on daily, weekly, monthly and quarterly cycles.
System Access Control
- Review and verify access control policies
- Check remote access and VPN ACL
- Verify WIFI and LAN/VLAN ACL
- Audit shared folder AD and NTFS permissions
System Availability
- 24×7 monitoring for hardware component availability
- Critical system service health status checks
- Application accessibility verification
- Server and storage uptime reporting
System Security
- Manage and apply system security patches
- Proactive hardware warranty management
- Centralised antivirus and anti-malware management
- Cloud log aggregation for alert and risk management
- Penetration scanning for vulnerability identification
User Account Management
- Manage all system privilege accounts
- Review AD, email and application accounts
- Identify and remove obsolete accounts
- Define and enforce password policies
End Point Security
- Remote data wiping for lost or stolen devices
- USB device and Control Panel restrictions
- Hard drive encryption (BitLocker)
- Kiosk settings and password policy enforcement
Data Backup & BCP
- Define and execute on-premise and cloud backup plans
- Perform regular data restoration drills
- Monitor backup logs and verify task status
- Define and test Disaster Recovery Plan (BCP/DR)
Engineer Standards
Level 1 EUC Engineer Qualification
Brocent field engineers are qualified to handle end-user computing support under "Smart Hands" capability, covering hardware break/fix, OS support and network-assisted tasks at remote locations across Asia.
- Deductive troubleshooting for systems and networks under Smart Hands capability
- Working knowledge of TCP/IP, DNS, DHCP, VPN, and RDP
- Installation and evaluation of primary and peripheral hardware — monitors, printers, routers, switches, firewalls, racks and cabinets
- Deskside PC break/fix including Windows OS administration
- Installation and troubleshooting of desktop applications following defined procedures
- Knowledge of enterprise LAN and WAN concepts; ability to perform smart hand activities at remote sites
Why Brocent
Your Team Makes IT Support Better
Peace of Mind
Your IT environment is in expert hands — Brocent's managed services team handles incidents, maintenance and escalations 24×7.
Cost Efficiency
Leverage Brocent's internal ticketing, RMM and monitoring systems rather than investing in your own tooling.
End-User Support
A professional, Asia-based multilingual service desk (EN, ZH, JA, HI) ensures users are supported in their language.
Optimised IT Performance
Proactive approach to IT management keeps your network and systems running at peak performance, reducing downtime.
FAQ
Common questions about APAC IT support
What does Brocent's APAC IT support cover?
Four core capability areas: Network (Cisco, Juniper, Riverbed, Avaya, HP, Huawei), Computer/EUC (Lenovo, Dell, HP, Apple Mac, Fujitsu), Cloud Infrastructure (Azure, Alicloud, Baidu Cloud, AWS), and Server & Storage (Synology, NetApp, EMC, Azure, Alicloud) — installation, deployment, migration and routine support across 56 cities in Asia.
How fast is Brocent's onsite IT support response time?
30-minute response to central business areas for Level 1 field support. For infrastructure-level or cloud-level incidents beyond Level 1 scope, Brocent's backline team provides Level 2/3 escalation with an average 15-minute P1 response time across APAC.
Which cities does Brocent provide field IT support in?
Brocent covers Hong Kong, Shenzhen, Guangzhou, Beijing, Shanghai, Singapore, Tokyo, Jakarta, Bangkok, Kuala Lumpur, Mumbai, Seoul, Taipei, Macau, and 100+ countries worldwide through remote and on-site field engineers.
What languages does Brocent's service desk support?
A professional, Asia-based multilingual service desk supports users in English, Chinese, Japanese, and Hindi (EN, ZH, JA, HI), so end users are helped in their own language rather than routed through a single-language queue.
What is the difference between Level 1 and Level 2/3 IT support?
Level 1 EUC engineers handle deskside break/fix, OS administration, and Smart Hands network-assisted tasks under a qualification standard covering TCP/IP, DNS, DHCP, VPN and RDP. Level 2/3 is Brocent's backline team, providing senior technical escalation for infrastructure- and cloud-level incidents with an average 15-minute P1 response time.
Can I get IT support without a long-term managed services contract?
Yes. Brocent's Token-Based On-Site Support lets you draw down pre-purchased service tokens for field visits, installs, and project work — an alternative to a full managed-services engagement for businesses that need occasional, flexible on-site coverage.
What does Brocent's preventive IT maintenance actually check?
Structured checks across six domains on daily, weekly, monthly and quarterly cycles: System Access Control, System Availability, System Security, User Account Management, End Point Security, and Data Backup & BCP — including 24×7 hardware monitoring, patch management, and Disaster Recovery Plan testing.
Need Level 2 or 3 Senior Support?
For infrastructure-level or cloud-level incidents beyond Level 1 scope, Brocent's backline team provides L2/L3 escalation with an average 15-minute P1 response time across APAC.