Would you trust your car to a mechanic with limited work experience? What about if you needed serious medical advice, would you go to somebody who was not an MD? Your servers, network devices, and desktops may look like commodities but the support needed to keep them all up and running smoothly 24X7, 365 days a year is indeed a creative endeavor. In fact, it’s more of an art than a science. It takes years of experience and training to become an expert, certified engineer in the areas of systems, databases, networks and applications. Just like there’s often more than one route to take to get to any given destination, there’s also frequently more than one way to solve an IT problem. However, in retrospect, there is usually only one best way to get the job done. The challenge is in identifying that solution upfront and not from the benefit of hindsight.
Our staff is cross trained in multiple IT disciplines to not only provide you with the quality support you deserve but to be able to effectively communicate higher level “tech speak” in a way that makes sense to somebody without an extensive computer background.
We live by the following principles when it comes to our IT support staff:
- There is a limited supply of top-notch IT professionals so we must employ them.
- Good technical support is not good enough. We must deliver extraordinary technical support and realize how important this is to our customers.
- We encourage innovation and customer responsiveness.
- We must become your "partner" and demonstrate an understanding of your organization’s particular business concerns.
- We must remember that every second that your business IT is unavailable, money is needlessly lost and important customer relationships are damaged.