I'm curious about how others support smaller or newly acquired sites with limited IT resources. We currently have an in-house IT team based at our two main locations, but we're adding two more sites with about 20 employees each. What strategies do you use to manage IT support for issues that can't be resolved remotely?
5 Answers
Implementing tools like ScreenConnect and managing devices through systems like Autopilot and Intune can facilitate remote support. For anything physical, try to find a volunteer at each site who is comfortable using video calls to show you issues in real-time. Make sure also to have printers on service contracts, as supporting them remotely can be tricky!
Yes, printers can be a nightmare if not managed properly! A good contract goes a long way.
In our case, we centralize critical systems and use SD-WAN to connect locations. For direct issues, we plan quarterly site visits to tackle maintenance and assess needs. If there's a significant problem, like server or switch failure, our team can drive out to fix it. A power switch that works over 4G has saved us multiple times for remote resets when the connection drops.
If your new sites won't have technical staff, hiring a Managed Service Provider (MSP) could be a solid solution. They can assist with on-site support and ensure your teams are well taken care of, especially if some locations are more challenged in tech knowledge than others.
Definitely worth considering! An MSP can really bridge the gap if you can't have techs on-site all the time.
Absolutely, leveraging external help can free up your internal IT resources for other priorities.
Having a couple of power users at each location can be really helpful. They can handle minor issues that pop up during the day while still focusing on their main responsibilities. This way, you have reliable people on the ground who can assist when necessary.
One option is to have someone designated at each site as your go-to person for hands-on tasks. You should also consider scheduling regular visits—whether monthly or quarterly. These visits not only help solve issues but also strengthen relationships with the team on-site. Just having a presence can make a big difference!
Totally agree! We've learned that having maintained equipment really reduces on-site headaches.