IT Support

1. Helpdesk & Remote Tech Support

  • Scope:

    • 24/7 multilingual support (phone, chat, email).

    • Tiered ticketing system (L1-L3) for issue escalation.

    • Remote desktop tools (TeamViewer, AnyDesk).

  • Metrics:

    • 90% first-call resolution rate.

    • <15 min average response time (SLAs).

  • Best For: SMEs outsourcing IT or enterprises with distributed teams.

2. Hardware & Software Installation

  • Services:

    • Workstation setup (OS imaging, peripheral configuration).

    • Enterprise software deployment (ERP, CRM via SCCM/Intune).

    • BYOD onboarding (secure employee device integration).

  • Compliance: Ensures installations meet vendor specs (e.g., AutoCAD hardware requirements).

3. Network Setup & Management

  • Coverage:

    • Wired/Wireless: Cisco Meraki, Ubiquiti deployments.

    • SD-WAN: Optimized multi-site connectivity (e.g., VMware Velocloud).

    • VoIP Integration: Microsoft Teams Direct Routing.

  • Security: Firewalls (Palo Alto), intrusion detection (Darktrace AI).

4. Cloud Services & Migration

  • Offerings:

    • Public Cloud: AWS/Azure cost optimization (Reserved Instances).

    • Hybrid Cloud: On-prem + cloud integration (NetApp for storage).

    • Migration: Lift-and-shift vs. refactoring strategies.

  • Success Factors:

    • Downtime <30 mins during cutover.

    • Post-migration cost audits (identifying unused resources).

5. Cybersecurity & Data Protection

  • Solutions:

    • Endpoint Protection: CrowdStrike, SentinelOne.

    • Zero Trust: Okta for identity, Zscaler for secure web gateways.

    • Compliance: GDPR, HIPAA audits + remediation.

  • Response:

    • SOC-as-a-service (24/7 threat monitoring).

    • Ransomware recovery drills.

6. Website Development & Maintenance

  • Process:

    • Build: WordPress (CMS), React.js (custom apps).

    • Performance: Lighthouse optimization (>90 scores).

    • Maintenance: Weekly backups, plugin updates.

  • E-Commerce: Shopify Plus integrations (checkout customization).

7. IT Asset Management & Recovery

  • Lifecycle Management:

    • Procurement: Vendor negotiation (Cisco/HP discounts).

    • Tracking: RFID/barcode scanning (ServiceNow ITAM).

    • Disposal: Certified data wiping (Blancco) + e-waste recycling.

  • DR Planning:

    • Offsite backups (Veeam + Wasabi).

    • RTO/RPO alignment with business needs.