At Exigent, we know the unique challenges that small and mid-sized businesses face. Our tailored IT solutions are designed to drive growth and stability for companies. We also understand that some organizations may not know what support or solution they need. To help you make the right choice for your business, we’ve put together a quick overview of all things tech support.
Before we dig in too deep, let’s define our terms. When we say IT support, what do we mean?
Simply put, IT support is expert help with your technology. At its root is “IT,” an acronym for information technology. It typically applies to anything related to computing, such as networking, hardware, software, the internet, etc.
Put together with support, we are talking about technical support for your computing systems.
IT support keeps your technology running efficiently and keeps your business competitive. Technology services partners that offer IT support can range from highly specialized experts that only manage specific solutions such as compliance or WiFi networks, to more comprehensive providers that support your organization’s IT systems end-to-end.
Next, let’s talk about what is included in IT support. Today, IT support means delivery and assistance with a wide range of services. Exigent’s core managed services and essential advanced solutions include:
Prompt remote service to resolve day-to-day issues and disruptive IT problems
Hands-on help for when issues require an in-person touch
Advanced protection strategies to secure your business against evolving threats. Common solutions include email filtering and security, endpoint security, firewalls and security policies and employee training
Building and maintaining a reliable, agile infrastructure and strong, consistent connectivity
Solutions and policies that protect your data and keep you running during unexpected disruptions
Scalable infrastructure options that offer flexibility and adaptability
From procurement to licensing to ongoing maintenance and updates
Now that we’ve talked about services, let’s talk about support models. For organizations considering IT support options, it’s important to understand the options:
One option is for your company to hire technology staff, which can provide control and availability but is often costly and hard to scale without hiring multiple specialists. Drawbacks to this approach include:
This pay-as-you-go approach to fixing IT problems as they occur is typically billed hourly. While it may seem cost-effective upfront, it typically lacks responsiveness and can lead to extended periods of downtime and unpredictable expenses. Break-fix is also inherently reactive. There is no strategy involved – no planning to reduce the number of issues that occur or to advance business operations through technology. It’s like playing whack-a-mole with IT, and in the long run, it’s more costly. It can be challenging to build a business partnership and a sense of continuity for your organization in this model.
This popular approach is proactive and comprehensive. For a predictable monthly fee, managed IT creates a solid technology foundation, and takes a proactive approach to technology needs that can nearly eliminate downtime. It is based on a strong partnership with a knowledgeable team that knows your organization’s environment and your business goals. Those technology solutions providers that offer managed services are often called MSPs (managed services providers) or TSPs (technology solutions providers).
For organizations with some in-house IT capabilities, co-managed support offers specialized skills and fills resource gaps, making it a flexible option that takes advantage of existing investments while allowing for more advanced support. Co-managed IT support is often a good fit for midsized organizations because it pairs the availability of in-house staff with the expertise and big-picture strategic approach of managed services.
Managed IT services address the specific needs of small to midsized organizations by providing predictable, scalable, and strategic support that minimizes downtime and maximizes growth. Here’s why this model works so well:
Managed IT services turn unpredictable IT expenses into a fixed monthly cost, so you can plan your budget with confidence. It also allows businesses to transition IT from a capital expense to an operating expense.
Regular system maintenance and cybersecurity assessments reduce the risk of costly problems down the line.
MSPs spend time planning technology roadmaps and optimizing systems, as opposed to only reacting to problems as they arise.
Managed services grow with your business, giving you a full team of experts without the cost of multiple hires.
Unlike an internal hire who may take vacations or leave unexpectedly, managed IT services offer continuous support and coverage 24x7x365.
At Exigent, our average employee’s tenure is more than 10 years, providing a steady, familiar voice and a deep understanding of your environment – reassuring when the unexpected happens.
Outsourcing IT support with an MSP makes sense for most organizations. With managed IT, you gain access to our dedicated team of professionals for a fraction of the cost of building an internal department, plus a flexible service model that adapts to your changing needs.
That said, for very small businesses – those with less than 10 users – managed services are likely not worthwhile. At that size, a single IT staff member may be able to manage your resources. For organizations larger than that, IT support is a requirement for seamless operations that keep you competitive. More complex IT environments demand support from experienced technicians, and that is exactly what MSPs provide.
Speaking of technicians, let’s talk about what to expect.
The answer varies depending on the role, but, generally, technicians or engineers are responsible for diagnosing, repairing, and maintaining hardware and software components to ensure your technology systems run smoothly.
Helpdesk technicians are available for remote support and will access business networks from off-site to restore functionality. Technicians can also be dispatched for onsite support if hands-on service is needed.
When choosing an MSP partner, you may need to ask about remote and on-site support availability. While much of today’s IT support is delivered remotely, there are some occasions when a hands-on approach is required.
All-remote organizations obviously don’t need on-site support; however, if your organization is running a hybrid model, you may occasionally need on-site help. For example, hardware may need to be repaired or a complex network issue may demand an engineer on-site. Not all MSPs offer this service, particularly large, national providers that don’t actually have a location close to yours. This is why Exigent limits our service area to ensure we can provide hands-on support when and where necessary.
Choosing a reliable IT partner is crucial. Here’s what to look for:
Local Presence: We’ve already discussed why having a local provider is important for prompt onsite support when remote options just aren’t enough to resolve an issue.
Performance Metrics: Ask about key metrics like response time, time-to-resolution, and client satisfaction rates.
Customer References: A proven track record with businesses similar to yours speaks volumes. Ask for testimonials and references to validate service quality.
Many industry rankings can serve as endorsements as well, so check out the MSP’s website for awards and recognition badges from leading publications, industry associations, and reputable vendor partners.
Exigent has proven to be a reliable one-stop shop for our IT needs – end-user support, network and system upgrades, monthly service visits, hardware and software purchases, and tracking of extended warranty contracts. Your service and delivery has fully met our expectations.
Exigent is more than just a helpdesk provider—we are your virtual IT department headed by an experienced virtual IT director. For nearly 30 years, we’ve helped businesses in New Jersey, New York, Colorado, and California succeed by providing reliable managed services and complementary technology solutions that are stable, secure, and tailored to meet specific business goals.
Our Assurance Managed IT Services deliver long-term peace of mind and robust support and include a technical advisor who will collaborate with your team to craft a specific IT roadmap that guides you through selecting, deploying, and optimizing the right technology for your organization. That allows you to focus on what matters most: Growing your business.
Contact us today for a free consultation and discover the proven Exigent Method and Process that has turned technology into a powerful tool for success for our clients.
