What to Look for in an IT Support Team

Most modern businesses rely on computers and technology to do their work. But the problem with technology is in understanding what to do when a problem occurs. Larger organizations will often have an on-site IT (Information technology) team that manages day-to day operations. Medium to smaller organizations may not have an adequate budget or the resources to hire dedicated IT staff.

There are many options when it comes to hiring IT staff and the services they offer vary. In this article we’re going to look at some of the things every business should consider when choosing IT support. Finding the right solution is important, not only for costs, but also for stability, and security.

What is IT support?

What exactly does an IT support team do? This is a complex question, but there are some fundamental services that every business needs. Basically, when a problem occurs with a computer, software, printer or other digital device, we call technical support to assist us in getting the problem fixed. While this is a simple example, it is a perfect example of a common IT support call or request.

In IT Support the question starts with what: What has happened and what needs to be done to fix the problem? Most of your end users will not fully understand the processes behind the systems that make their computers and software work; so, an important feature of a good IT support team is a quick response when a problem occurs. If your business relies on computers and technology to function, you don’t want to wait for help. Unfortunately, not all problems can be fixed quickly, but your IT support team should have an agreed amount of time to respond and start fixing the problem.

Experience and expertise

The next thing to consider is the experience and expertise of your IT support team. Depending on your infrastructure, you may need experts in cloud computing, edge computing, or a host of other specialties, from mixed computing environments to server automation. There are many possibilities, and you want a team that can provide you with support no matter what technologies you use.

It’s important to have experts that specialize in the operating systems and hardware that your business uses. Most support teams require ongoing training and certifications to keep up with the systems they support. Be sure the team you choose has the skills, expertise and experience to manage and maintain the systems your business uses.

Security

We cannot stress enough how important security is. A good IT support team will be focused on security. When we talk about security, it starts with simple things like passwords and virus protection but also includes network monitoring and data protection. File management and computer access are some of the things IT support helps manage. When you're considering an IT support team, be sure they understand the policies and procedures your company expects when sharing data resources.

Hardware

Part of staying up-to-date includes updating and replacing outdated software and equipment. Your IT support team should be able to help with updates and hardware replacements. Some IT support teams can do repairs and maintenance of equipment while others may not. Ask what types of consulting or services a support team offers so you fully understand what they do. Ideally, you want a team that can provide all the services you need in one solution.

How much does it cost?

Another very important consideration is cost. Some companies rely on remote support, while others need the benefits of local support team that can respond quickly and effectively. The costs for technical support varies, but it’s important to choose the best solution that fits your company and budget. Choosing an IT support team is critical for operations and an adequate budget should be considered. Hiring your own IT support team is an option but could be expensive to maintain. Remote teams are available, but their services and response times vary. If your systems are mission-critical, you may want to consider finding a local IT support team that meets your budget.

PM (preventative maintenance)

A good IT support team will be proactive. What this means is they will routinely manage and update your systems in order to prevent problems. There are security issues that can occur and sometimes hardware can fail at the worst possible times. So be sure your IT support team has an ongoing proactive management solution to keep your business running smoothly. It’s a good ideal to meet on a regular basis to create a plan in order to ensure you're getting the services you need and your business is safe and protected.

Summary

We’ve looked at some of the things to consider when selecting an IT support team. First, we looked at what IT support is and talked about some of the problems that can occur with technology. It’s important to remember that not all problems can be fixed quickly, but a clear response time from your team is critical.

You always want to have experts on your team that know and understand your systems. You want to find a team with experience and expertise that also has ongoing training to stay up to date with technology and threats. Hardware is unique and you want a team that specializes in your particular setup.

Security cannot be overlooked. The best IT support teams will consider security first and foremost. Simple things like passwords need to be managed as well as more complex issues like data access and network monitoring. Make sure your IT support team is focused on security.

Hardware and software needs to be updated and replaced as new technologies emerge. Your IT support team should be able to manage your updates and replace hardware. While some support teams provide repair services, others may not. Find a team that can consult with you about upgrades and maintenance.

Cost is always a business consideration, but stability is critical – so, budget appropriately for your IT support team. Also find a team that provides PM in order to get ahead of any potential problems.