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IT Support Services
Success in the IT support industry, like in many other industries, starts with good communication. As a Macro Connect customer, you can expect weekly status update emails during projects or other busy times, monthly calls from members of senior management to confirm that we are meeting or exceeding your expectations, and support from dedicated staff members who are employees of Macro Connect, not contractors hopping from job to job (meet our team).
Four blocks can be used to describe our support model. Those blocks are:
Support – Support services include all of the services we provide on a reactive basis when we get an alert from our centralized services or one of your staff members calls us. Our goal is to do such a great job with the other three blocks that this block is the smallest of all, which is good for us and for our clients who see improved uptime and reduced problems.
Centralized Services – Automated tools like N-able Technologies, Ninite, and others that provide real time monitoring and issue resolution without human interaction. We leverage these tools in an effort to prevent issues completely and to address issues before users are even aware they exist.
Net Admin – Deeply technical and very experienced Macro Connect staff members who come onsite (or dedicate remote time) on a monthly basis to address complex issues and audit your environment against the Macro Model for IT.
vCIO – Our virtual CIO’s are members of our leadership team who really get technology, but also understand business and risk management. They will work with your leadership team to translate the results of the Net Admin audits into business problems and then help develop cost effective solutions. The vCIO role also helps your leadership team shift from a reactive to a more proactive approach to IT.
It is the interaction between the last two blocks that makes up what we call our superpower. As the Net Admin team audits the environment, they feed information to the vCIO who prioritizes projects with your leadership team. Over time, the quality of the technology environment steadily improves. This results in a positive cycle that shrinks the costs of support for both organizations, which is the textbook definition of a win-win situation.
Wish you had our superpower? Contact us to schedule a consultation. We'll evaluate your environment and introduce you to the benefits of working with a technology provider who takes pride in setting and exceeding expectations.
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