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ENABLING MSP AFTER HOURS COVERAGE

Client

Our client offers Managed IT Services to businesses on the Gulf Coast, USA. They provide services across sectors such as financial, Engineering and construction.


Industry

Information Technology


Business Requirement

  • NOC support from 6 PM to 8 AM CST Monday to Friday.
  • Monitoring CW Automate during after-hours period and solve critical and warning alerts.
  • Perform daily backup checks for all servers
  • Patch and Managed anti-virus checks and take necessary actions as per SOP
  • Attend scheduled tickets assigned by their support engineers.
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Our Solution

We assigned 2 Full time Dedicated Engineers work exclusively on this project to cover 14 hour support window and handle all over night jobs. Having two Techs in the team ensures redundancy and manage unexpected outages and workloads efficiently.


Benefits and Value Provided

  • Increased efficiency for Onsite\Local Engineers as they don’t need to run behind routine alerts every day.
  • Able to execute Scheduled tasks in the most effective way without disturbing end user productivity.
  • Proactive monitoring avoids possible outages.
  • Reduced ticket queues and thus improved customer satisfaction.

Technologies and tools

  • ConnectWise Automate
  • ConnectWise Manage
  • ConnectWise Control
  • Slack
  • Veeam
  • Sentinelone
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