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Multi-Tiered Network Support Package
ConnecTechs has refined a process which 
yields a blanket of network support for organizations by utilizing a multi-tiered approach to provide comprehensive support coverage. We have a better solution than your typical Information Technology Staffing. We maximize coverage while minimizing cost. The concept: We use a team for each client we support. Each client’s team is comprised of a primary tech, a substitute tech, a network engineer, administrative staff, and a database to coordinate the efforts of the team. The Primary tech will be a skilled Level II – Jr. Admin. whom will be onsite for 2 to 3 days a week. A substitute tech will fill-in when the primary tech is sick, on vacation, or unavailable for any other reason. The administrative staff will handle answering and logging calls, dispatching calls, and overseeing any emergency from start to resolution. The Network Engineer will provide high-end expertise to resolve issues, institute proactive measures, and be available for onsite visits and projects when needed. The database that we use is a central place for the team members to look at past services performed, network information, and other pertinent information about our clients. This allows any of the team members to see what has occurred at a site and will aid in solving problems.
If you are looking for; IT Support in Philadelphia, Philadelphia Network Support Services, Cisco Select Certified Partner, Managed Services in Philadelphia, Hotel IT support, Hotel Guest Internet Support, bilingual IT support in Philadelphia or similar, look no further./span>
yields a blanket of network support for organizations by utilizing a multi-tiered approach to provide comprehensive support coverage. We have a better solution than your typical Information Technology Staffing. We maximize coverage while minimizing cost. The concept: We use a team for each client we support. Each client’s team is comprised of a primary tech, a substitute tech, a network engineer, administrative staff, and a database to coordinate the efforts of the team. The Primary tech will be a skilled Level II – Jr. Admin. whom will be onsite for 2 to 3 days a week. A substitute tech will fill-in when the primary tech is sick, on vacation, or unavailable for any other reason. The administrative staff will handle answering and logging calls, dispatching calls, and overseeing any emergency from start to resolution. The Network Engineer will provide high-end expertise to resolve issues, institute proactive measures, and be available for onsite visits and projects when needed. The database that we use is a central place for the team members to look at past services performed, network information, and other pertinent information about our clients. This allows any of the team members to see what has occurred at a site and will aid in solving problems.
The sum of the individuals of the team yields a complete IT support solution for our clients. Our Approach: We start off by using a highly skilled Network Engineer to analyze, report and transition the client and primary tech for future network support coverage. The network engineer works closely with a staff member to change security access if needed, learn the layout of the infrastructure, the applications, and the policies. The network Engineer documents the findings in the database. The primary tech is brought in to work alongside the Network Engineer to cross-train the primary tech on the network. The Primary Tech then becomes the primary contact and starts coverage either 2 or 3 days a week on site. When issues arise when the primary tech is on-site, the primary tech will be the first contact. If the primary tech is unable to resolve the issue, he has the support of the team to aid in resolving the issue. At the end of the day the primary tech fills out a service form which indicates what was done during the day. When the primary tech is not on-site, calls are handled by administrative staff who will assess and dispatch the call to the appropriate staff member. The results: A virtual IT department at a fraction of the cost. Ready and willing to respond to clients' needs and perform proactive measures to ensure minimal disruptions to the work flow. The goal of the team is to solve our client’s day to day needs, future planning, and emergency support. All of this coverage is given at a fraction of the cost because the primary onsite technician is not on site 40 hrs. per week yet coverage is available 40 hrs. per week. In addition, the onsite technician does not have to have all of the skill sets that would only be needed a small percentage of the time; thus we can charge less for that individual; yet, when the additional expertise is needed it is only a phone call away at no additional cost.
Multi-Tiered Network Support Overview
Generally an IT department consists of one or more of each of the following individuals. A helpdesk representative, Server support Professional, Database Administrator, Developer, Network Infrastructure engineer, and a Director. We will detail the task of member of an IT department and compare to what we estimate would be needed for your organization of approximately 25 employees.
Multi-Tiered Network Support Overview
Generally an IT department consists of one or more of each of the following individuals. A helpdesk representative, Server support Professional, Database Administrator, Developer, Network Infrastructure engineer, and a Director. We will detail the task of member of an IT department and compare to what we estimate would be needed for your organization of approximately 25 employees.
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HelpDesk Typical Expertise needed Level 2 Technician: Able to replace broken component such as hard drives, memory, power supplies, network cards, etc. This person can install new workstations. Can instruct end-users over the phone on how navigate through operating system and well know Office applications such as Word, Excel, and PowerPoint. Remove viruses and spyware from PCs. Has at least an AA degree in computer Science or the equivalent with 1 plus years experience. Should have good interpersonal skills. Support coverage 9-5 Monday through Friday possibly 8-6PM Specific Coverage estimated: Daily 9-5 M-F – some evenings and weekend for remote users |
Server Support Typical Expertise needed: Network Administrator: Can add and delete user accounts. Should be able to modify permissions on the server. Can setup a new server, login scripts and remote access. Install OS and trouble-shoot a downed server. Trouble-shoot and resolve issues that Level 2 cannot. Setup Print servers with Print Queues. Has a BS or equivalent in computer Science or related degree. Has 3 plus years experience. Specific Coverage estimated: Estimated 1 to 2 days week 4 hours a day. 16-24 hours per month. |
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Database Support Typical Expertise needed: DBA – Database Administrator: Create Tables, Perform queries, restore databases. Imports and Exports to different formats. Specific Coverage estimated: On-Call: 4-8 hours per month averaged over a 12 month period. |
Development Support Typical Expertise needed: Programmer – VB and/or .net expertise. Ability to spec, develop and test interfaces to applications as well as applications. Specific Coverage estimated: Projects only: depends on the need for custom applications. |
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Infrastructure Support Typical Expertise needed: Network Engineer: Configure router and firewall. Can configure assess list and routing protocols. Run CAT5 cable or responsible for CAT5 cabling projects. Order appropriate communications services such as T1, or DSL. Configure wireless Access points and clients. Troubleshoot connectivity issues that the Network admin cannot resolve. Has a BS or equivalent in computer Science or related degree. Has 5 plus years experience. Specific Coverage estimated: On Call as needed. Average 8 hours per month. |
Strategic Planning/ Budgeting Typical Expertise needed: IT Manager/Director: Design, analyze, and evaluate work flow of end-user request. Oversee IT Operations to ensure quality of service. Interface with other departments to evaluate needs and comprise a solution. Forecast support needs, hardware needs and design a budget to accommodate those needs. Evaluate new technologies to determine if it is a good fit for organization. Provide quarterly status reports and quarterly or semiannual meetings. Specific coverage estimated: Average 4 hours per month (status reports, work flow management, budgets, etc.. |
If you are looking for; IT Support in Philadelphia, Philadelphia Network Support Services, Cisco Select Certified Partner, Managed Services in Philadelphia, Hotel IT support, Hotel Guest Internet Support, bilingual IT support in Philadelphia or similar, look no further./span>
Feel Free to call and talk to someone in sales at 866-IT-TECHS begin_of_the_skype_highlighting 866-IT-TECHS end_of_the_skype_highlighting 215-701-8152 extension 2
Frequent Questions
ConnecTechs has compiled a list of questions that some of our new clients have had during the conversion process. Click below to read more about what to expect if you were a ConnecTechs client.
Internet Service Options
Are End-Users complaining about slow speeds, need redundancy, or just looking for a lower price. ConnecTechs has partnered ISPs with whom we think are the best ISP providers to offer our clients solutions to meet their needs.
Backup Solutions
ConnecTechs Backup Solutions range from business continuity appliances with virtualization, disaster recovery, bare metal restore and overnighting new appliance with data to economical solutions offering off-site storage solutions.