What Does Remote IT Support Services Entail? 

Previously, an onsite information technology (IT) team was a requirement. However, remote IT support services have transformed this necessity. Remote IT professionals operate from external locations. They provide technical assistance through software granting them remote access to computers or networks from anywhere.  

These remote IT support providers can handle tasks like an in-house IT department. Examples of these are troubleshooting, installing updates, and performing maintenance. With the rise of remote and hybrid work models, remote IT support ensures assistance for employees, regardless of their location. 

Evaluate an MSP with These 5 Questions 

1) How do they respond to failure? 

Remote resolution is possible for most technical issues. However, onsite support becomes necessary for critical matters such as server failures. For businesses, the cost of server failures can be significant, often amounting to thousands of dollars per hour of downtime. Therefore, access to prompt onsite support is crucial.  

However, many MSPs may charge a recurring fee for onsite support. It does not matter if it is used or not. Opting for a pay-as-you-go model for onsite support can be more cost-effective in the long run.  

Additionally, ensuring a robust data backup and disaster recovery plan is essential. In cases of data breaches or server failures, companies can face severe consequences. This makes a comprehensive recovery plan vital for business continuity. 

ECF Data Tip: Ensure that the MSP’s services include delivering a data backup solution and assisting in developing a thorough disaster recovery plan.  

2) Do they have the tools and services to maintain high cyber security? 

Two common causes of data breaches are: 

1. Employees lack the training to identify and prevent data breaches. Cyber-attacks often target employees to trick them into opening malicious files or links and sharing sensitive information.  
2. Possession of outdated devices and software with obsolete security features shows that many companies struggle to keep their devices and software up to date, making them vulnerable to hacking attempts. 

MSPs typically assist in implementing robust security measures.  

Managing multi-factor authentication software (MFA), virtual private networks (VPN), and essential antivirus software are part of robust security. While some MSPs help with software and security updates, few provide employee training on phishing prevention. Additionally, most MSPs offer definition-based antivirus software, which may allow experienced hackers to bypass it. 

ECF Data Tip: Thoroughly assess the security service plans of an MSP. Seek features such as advanced antivirus software, training in phishing prevention, and other relevant capabilities. 

3) How much time does it take to resolve support tickets? 

When an issue persists beyond the initial call, most tech support for SMB generates a ticket for your problem. They assign it a priority level. Several factors determine the priority level. Some are the number of employees impacted, the extent of productivity disruption, or other arbitrary criteria.  

If your ticket receives a low priority level, you might experience prolonged waiting periods. Before a technician contact you, this ranges from days to weeks or even months. Upon addressing your ticket, the technician may or may not possess the necessary expertise to resolve the issue. If they lack the knowledge or resources, they will queue for your ticket for further waiting. 

ECF Tip: Understand the MSP’s method for prioritizing tickets to ensure timely resolution of all issues. 

4) Do you have access to 24/7 remote technical support? 

Numerous employees find themselves working beyond regular business hours to meet deadlines or accommodate various circumstances. This is especially true for remote workers, who are more likely to have irregular working hours. Insufficient IT support during these hours could disrupt productivity.  

Some remote IT support services operate only during standard business hours. Those offering full-time support often have help desks staffed by non-technical representatives or entry-level technicians. Although these representatives may handle simple issues, resolving more complex problems may require waiting for a more experienced technician. 

ECF Data Tip: Seek an MSP that maintains a 24/7 help desk staffed by IT experts. Inquire about the typical response times. 

5) What tools and expertise does remote tech support have available? 

Employing in-house IT support for SMBs typically involves having one employee available on a fixed schedule. This requires ongoing investment in the employees’ training and development to keep pace with evolving technology.  

In contrast, remote IT services for small businesses provide access to experts who are well-versed in the latest technology trends, threats, and opportunities. It ensures access to a team with diverse experiences and expertise, even within a limited budget.

ECF Data Tip: Seek an MSP with recognized credentials and certified partners. Microsoft grants recognition to service providers who attain expertise in specific Microsoft solutions. This recognition helps identify your extensive technical capabilities and experience in high-demand Microsoft Cloud services areas.  

Boost Productivity through ECF Data’s Strategic IT Integration 

Technology underpins every aspect of your business operations. It should function as a tool that enhances your business rather than hindering progress. Collaborating with expert remote IT support services enables your organization to maintain focus and productivity while being free from disruptive technology issues.  

ECF Data’s services offered include: