IT Support & The Best Way to Get Great Support

Nathan Kaufman // December 26 // 0 Comments

Not all

IT Support is Great

Having great IT support can save you both time and money, plus create an environment where employees are happier. You put a lot of hard work into running your business. It takes prioritizing your time to make sure everything is taken care of. Figuring out how to fix your computers, servers, networking equipment, and keeping it all safe from hackers is not the best use of your time. It costs you more money trying to solve your IT support problems because your time could be better used elsewhere to grow your business. 

IT Support that is Not So Great

  • Constantly having to come back and fix problems.
  • Not being available when you need them.
  • Has constant billing mistakes you have to spend lots of wasted time on.
  •  Unexperienced and unreliable technical IT support.
  • Doesn't have remote technology and monitoring to solve problems quickly.
  • Likes to format/re-image computers to solve every problem.
  • Doesn't really understand how backups work and thinks RAID is a backup.
  • Locks you into purchasing hardware and software through them.
  • Sells junk refurbished and outdated hardware but calls it "new".
  • Takes advantage of you not fully understanding technology.

IT Support that is Great

  • Quickly identifies the problem and solves it the first time.
  • Is available when you need them and actually answers the phone.
  • Is fair with billing you for time and doesn't have billing errors.
  • Has experienced, qualified technicians providing reliable and consistent IT Support.
  • Has remote technology to monitor and login to your systems to fix problems quickly.
  • Solves problems the right way without having to format your computer everytime.
  • Understands the importance of backups and what high availability (RAID) means.
  • Makes recommendations on hardware and doesn't force you in to buying from them.
  • Sells quality hardware with support plans, and often at a discounted rate.
  • Helps explain technology in terms you can understand so you make better choices.

What is IT Support (Break/Fix)

You may hear Break/Fix IT Support from various IT companies. What this means is when an IT device stops working an IT professional will fix it. When you have great IT support it gets fixed quickly and is done right the first time. The alternative to getting the best solutions and IT services will end up costing you more money and a lot of wasted time. Great IT support doesn't have to cost an arm and a leg either. Getting the lowest priced support isn't always the best because they may be less hourly but spend more time fixing your problems which adds up in costs. If an experienced technician fixes your problem in an hour but charges $175 to do it, that is less expensive than an unexperienced technician spending 2 hours at $100 an hour rate. It also saves you time by letting your employees go back to work quicker, and over the long run will save you a lot more money and time.

What You Can Expect from Our Great IT Support

Out IT support has qualified and quality IT professionals that understand technology and know how to fix it right the first time. They answer the phone right away and if we are super busy providing great IT support to other customers, we always get back to you the same day, usually within an hour. We don't provide subpar service if you don't pay for higher tiered service plans like some other IT support companies do. We provide the best service for all our customers so you can feel confident your IT support needs are taken care of.

  • Commitment to you with providing the right solutions to solving your technology problems.
  • If a call is missed, we stive to get back to you in a timely manner, typically within the hour.
  • Qualifying our IT support technicians so your problems are solved quickly, and you can get back to running your business plus have happier, more efficient employees.
  • Feel confident in making a great choice with technology by having it explained in terms you understand.
  • Getting billed correctly for time and materials so you don't waste hours of precious time reviewing bills.
  • Get monthly reports of our technician's activity and progress we made on solving IT support issues. Plus making recommendations for to prevent future problems with IT.

How to qualify great it Support

How many years in IT does your least experienced technician have?

Asking this question helps you understand the level of IT support you will get from what is typically called Tier 1 support. This is usually the first person to take a look at your problem before it gets escalated to more experienced IT professionals. At a minimum they should have 1 year of IT support. If there are more than 3 tiers of support technicians, they are likely fluffing tiers to provide lower quality support to customers.

what is your first call resolution average and how is this measured?

Solving the same problem over and over again gets expensive. You want the problem fixed right the first time. Knowing the average of the first time a problem is reported and fixed and how it gets measured is important. If a ticket gets closed for an IT support issue but the same problem happens again you want your IT support to track those issues and not count it towards a first call resolution. Fluffing numbers is common practice for providing poor quality IT support.

What are your hourly rates? Do you bill differntly for different tiers?

Some IT support companies charge differently for more experienced technicians. This provides subpar support to get it fixed right the first time and adds incentive to the support company to not provide great service because they charge more if you want it. Having a consistent price for hourly rates encourages the IT support company to fix the problem correctly the first time. Rates vary per support company, and if pricing is less than $100 an hour, you can expect poor IT support. Different hourly rates for afterhours support are typical and does not apply to regular hourly rates.

What is your hardware lifcycle like? Do we need to buy from you?

Usually, the lifecycle for hardware is 5 years. It can be 3 years, but past 5 years the hardware starts to have more frequent problems and doesn't run software as efficiently which can waste employees time costing you in lost productivity. If the company only supports hardware purchased from them because they say it can't be guaranteed to work, that's a false statement. IT hardware is mostly a commodity item and can be supported provided it is sized appropriately for the tasks it will be doing.

About the Author Nathan Kaufman

I'm excited to serve local businesses and the surrounding communities with amazing IT service and support. I have been in IT since the year 2000 with experience supporting small businesses on up to helping support large enterprise companies like AT&T. I am very knowledgeable in meeting compliance regulations such as HIPAA and CMMC. I help find solutions to business problems using technology. Contact Ethos Tech Consulting to find out how I can help your business thrive, keep well protected, and your IT supported.

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