Choosing the wrong engineer level is the most common cause of a failed site visit. Here is how to tell them apart.
"Smart hands" and "field engineer" are not interchangeable, and paying for the wrong one wastes a site visit.
Smart hands A pair of trusted hands on site, guided remotely by your team: rack and stack, cabling, reboots, media swaps, part replacement.
Field engineer An engineer who diagnoses and resolves independently: switch configuration, break-fix on servers, structured cabling, network troubleshooting.
How to decide If your team can drive the fix over the phone, smart hands is cheaper and faster. If nobody on your side can diagnose the fault, send a field engineer the first time.
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