What You Need From An IT Technical Support Company

Finding the right people to maintain your IT infrastructure is essential to the efficient operation of your organisation. There is no lack of technical support providers available to you, so how do you choose? Although it’s tempting to dismiss the problem with the belief that one provider is as good as the other, in reality, there are several critical characteristics you should ask before hiring IT consulting services.


When your IT infrastructure has problems, you need help now. You could use email or voicemail, hoping someone gets back to you in a week. Or maybe you could wait on hold for an hour, be told you are talking to the wrong person and then get transferred to another hold queue. IT problems can have catastrophic effects on company profits, and yet many technical support providers offer less responsiveness than your average pizza delivery.

Experience and Credentials

IT infrastructure technology changes quickly, but your business can’t afford to implement the latest gee-whiz development every week. Your IT department is a blend of newer and older technologies working together in varying levels of harmony. Your need for technical support providers who are well-versed in a wide variety of IT systems from reliable legacy products to cutting-edge developments is paramount to your success.

This capability comes from years of providing professional support services to a wide range of clients. Newer technical assistance companies may look good on paper, but they rarely have the experience of more established organisations. Older companies are likely to be more stable. It is important because the last thing you need is your support provider suddenly going out of business.

Ensure the company’s experience matches your organisation’s needs. Ideally, the provider should have direct experience in your industry rather than using your company as a learning opportunity. Experience with other enterprises allows them to bring a broad range of solutions more specialised organisations might overlook.

Company Philosophy

IT infrastructure isn’t just about technology. The best technical support providers don’t just tout the latest version of everything as the answer to every client problem. They look at the big picture and how these technologies affect the people and processes in your organisation.

For example, your company wants to increase network security. Your IT consultant suggests a security system used in government nuclear weapons facilities. It effectively eliminates any chance for your data to be stolen or damaged. It also makes data harder to access even for authorised personnel, slows down the workflow, decreases morale as employees complain about the new system, and requires a big amount of investment far greater than any loss from data theft. Is that the right solution?

Find IT consulting services who considers the needs of your organisation – your entire organisation. They should consider how these changes will affect operations, be able to balance the costs of different solutions and find a solution ideal for you.