Meet Dillan – Desktop Engineer
Financial Services Needs Tier 3 Advanced Support

Dillan - needs Tier 3 SupportNeeds Tier 3 Support

Dillan is the helpdesk manager at a financial services company who needs Tier 3 Advanced Support for escalation and network support.

Dillan’s Strengths

Dillan has been with his company for five years.  He has always excelled at desktop support and really enjoys working with people.  What he likes the most about his job is solving end user IT problems.  Over the years, Dillan has become a great asset to the company.  In fact, the CEO, Mr. Lund, refers to Dillan as their “local hero”.  However, Dillan does not have the skillsets to take care of tier 3 support issues.

Dillan’s Biggest Challenge

Recently, Dillan’s direct supervisor left the company and Mr. Lund promoted Dillan to IT Manager.  Dillan knows enough about the network to be dangerous, but not enough to be responsible for it daily.  In light of this, he would like some hands on training.  Given these points, Mr Lund has given him permission to hire an outsourcing firm.  Generally speaking, the firm will be expected maintain the network infrastructure which consists of 3 physical servers, 15 virtual servers, and three firewalls.

Dillan realizes communication is the most important factor in a successful outsourced arrangement.  Therefore, he would like to be on the same ticketing system, asset tracking system,  monitoring system, and have complete visibility on all the network documentation.  Equally important, he would like to shadow and learn from the Tier 3 support engineers.  Last, Dillan needs a team he can rely on to make strategic security and performance recommendations, serve as the escalation point, take excess calls, and cover for him when he is out of the office.

Customized IT Solution for Tier 3 Support:

Dillan’s Customized IT Solution includes:

  • A team of Tier 3 support network administrators
  • Network and Desktop Monitoring with access to tools
  • Connectwise ticketing system engineering access
  • Asset tracking engineering access
  • On hands training
  • An escalation point for advanced tickets
  • Roll over backup to tickets that exceed 20 minute response
  • Client Support Manager
  • Quarterly preventive maintenance
  • Strategic consulting
  • Project work as needed

Overall, this program specifically addresses all of Dillan’s needs at an affordable price.

Customized IT Services