hiring remote IT support

5 IT Management Roles to Consider When Hiring Remote IT Support

Professional managed services providers (MSPs) can sometimes seem invisible. Much of our valuable work is done remotely, “behind the curtain,” unbeknownst to the end-user. Happy end-users mean we’re doing our job – keeping your team productive and connected. It’s easy to forget what strong, service-oriented, managed services firms do to keep your networks running and secure. 

When hiring remote IT support, there are important capabilities to keep in mind. We’re going to draw back the curtain on five specific IT management roles that MSP teams tackle remotely.

1. Security

MSPs work tirelessly to ensure the security of your network and IT assets. Your security “stack”, as it is called, relies upon the following:

  •  patching
  • system driver updates
  • antivirus, antimalware
  • endpoint security
  • firewalls and protocols
  • complex authentication systems like Multilevel Authentication
  • redundant on and off-site backup and restore testing 
  • event detection and response systems
  •  security awareness training
  • testing. 

There is a lot of testing. 

Most of this work is done quietly and unobtrusively (with the notable exception of security awareness training) outside of your staff’s view. Each layer of this stack protects your systems, your staff, and your data.  While no security stack is completely invulnerable, MSPs with strong security protocols and a security focus are excellent at building the right level of protections for your business.

2. Backup and Disaster Recovery

It’s inevitable. A computer, server, or network will go down. That’s why working with a quality MSP is so important. A server crash, a hacker, a hurricane, or worse, could take down your network. You need system backups and a plan to get back up and running. 

Your MSP is backing up data multiple times per hour. Remotely, and in as little as 15 minutes, an MSP firm can provide access to your backup data so your company can get running again.

3. Proactive Maintenance

Managed services providers work 24/7 managing and protecting your IT network. While you are restfully sleeping, your IT company is applying software updates, application patches, and vital security protocols that keep your systems safe. 

4. Troubleshooting Services

The most visible aspect of an MSP is its help desk service. While you may talk to an IT Solutions Specialist via phone or chat, the actual troubleshooting and repair will occur remotely without your intervention.  

MSPs modify systems to improve their functionality, not because they were instructed to, but because a productive network is a lot less frustrating to the staff (and the MSP).  MSPs identify and rectify issues with the network outside of normal business hours for the same reason. Happy end users are productive ones. MSPs help ensure that by continually improving the network and systems, end users encounter issues much less frequently or, optimistically, never at all.

5. Email, Application and VPN Support

What’s the point of IT if you can’t communicate and collaborate? Your teams are emailing, chatting, or texting constantly. You use desktop applications like Office 365, Slack, CRMs, document management systems, PSAs, or other forms of software. In your current remote work environment, staff members are entering the network via VPN from new, strange locations. All of these tools provide scary access to your network if they are not managed and secured. 

While working remotely in most cases, managed service providers keep these systems (and staff) safe and secure. MSPs, more than anything really, enable your team to work safely, seamlessly, productively, and unencumbered.

Want to be sure your current MSP is doing everything listed above? Sign up for a complimentary system assessment to find out!