When becoming an ITECH Solutions client we assign a team of people to your account to ensure requests are handled efficiently and effectively. Below is a list of the people assigned to your account.
For Co-Managed Clients we will determine which roles fit the current IT staff you have and integrate them as part of our team assisting with items the below roles normally handle on a day to day basis. They will be kept in the loop with access to the same tools we use to help manage your account alongside our team.
Our helpdesk team remains in the office and is responsible for making sure the phones are answered and that “no ticket goes un-noticed!” They will be your first point of contact for any new service requests and escalate the request if they are unable to help.
Our network administrators can work both onsite and remotely. They are trained to work with networks and will be the primary person you see for onsite requests or tickets that need escalation past our tier I helpdesk team.
Our server administrators work primarily on servers and server migrations or installs. This will be the primary person you work with for any server support requests, or tickets that need escalation past our tier II network administrators.
The project manager executes any projects such as performing network audits, replacing servers, migrating to the cloud or upgrading networks.
The vCIO will help with planning and budgeting to ensure you are getting the most out of your technology.
The vCISO will help ensure the proper layers of security are in place to foster a “no threat goes un-noticed” environment.
The client success manager works closely with your support team and will make sure deadlines, milestones and service expectations are met.
The finance manager is the initial point of contact for any billing questions and handles all the accounts receivable and financial transactions.
ITECH Solutions has streamlined the onboarding process integrating our IT support services, making it as hassle and stress free as possible. Upon becoming a client, we will gather all the necessary information required to properly manage your account. We will work directly with the former IT company, or internal IT staff to minimize downtime and prevent issues during the integration of our support services.
ITECH Solutions uses an industry leading professional services automation ticketing system andapp to manage all support requests. There are two methods for how we receive support requests:
The vCIO & vCISO will perform a technical assessment of your IT infrastructure and recommend upgrades and improvements to ensure you are running at peak performance with the proper security layers in place.