If you use a Managed Service Provider (MSP), you depend on their IT problem-solving abilities to do your job. In the last two posts, we discussed an engineer’s adherence to process and steller communication as effective characteristics of a great engineer. However, there is one other quality that makes a great engineer – IT problem-solving skills.
Problem-Solving and Staffing
Every engineer is limited by their knowledge and cannot be expected to know everything there is to know in information technology. That’s why MSPs must staff appropriately for each engineering level. These levels are separated into entry, mid, and advanced. However, most MSPs use a catch-all approach in their Network Operations Center (NOC). In this scenario, they throw their engineers into a Network Operations Center (NOC) pit, where they are assigned a ticket next in the queue. If the engineer does not know how to resolve the issue, they hand it off to someone else. Unfortunately, they don’t learn anything by doing it that way.
Experienced Engineers Get Bored Quickly Under the Catch-All Approach
Most engineers get bored quickly, lose momentum, and become stagnant if not challenged. For this reason, MSPs have two options: put the engineer on the fast track to learn something new or put them on the slow route and take entry-level calls. The difference in salary and technical skills drastically differs five years later, and they know this!
Senior engineers should only focus on senior-level issues to be experts at more advanced problems or projects. Entry-level engineers should take their time to learn from more experienced engineers to advance their knowledge. Rushing an engineer to learn too quickly can cost you, the client, more downtime and money.
The Catch-All Approach Cost The Client Money
Most MSPs hire engineers with three years of experience. Yet, 80% of the tickets are password changes, printer connection issues, display issues, updates, viruses, etc. All of which can be resolved within 15 minutes! In fact, most entry-level tickets can be script-based. Enterprise companies have a successful history of using pure helpdesk companies to lower their rates.
The fact is, experienced engineers are in high demand and have an extremely low unemployment rate. For this reason, it isn’t easy for MSPs to scale when they only hire experienced engineers to work every ticket, rather than hiring entry-level engineers to handle the entry-level tickets.
Knowing this, how much do you think the MSP has to charge to make a profit? It’s more than you should pay. To be bold, it costs you three times the amount of money for entry-level ticks, inefficient IT support models, downtime, and revenue loss.
INSIs Customized IT Program Leverages Problem Solving Skills
INSI believes an engineer should be proficient at the level they are assigned. An entry-level engineer must be good at simple tasks like password changes, printer issues, etc. In a typical environment, entry-level engineers resolve 60% of the end-user problems. A mid-level engineer must be proficient at troubleshooting more advanced desktop issues, representing 20% of the end-user problems. At the same time, the advanced-level engineers manage complex issues, projects, or network architecture planning. They handle the top 20% of tickets.
Our signature Customized IT approach provides each engineer with a clear career path. This program ensures our senior engineers do not get bored. It also will not push our entry-level engineers beyond their skill sets. Instead, our escalation process ensures that entry-level engineers watch senior engineers resolve complex tickets to ensure the clients’ issues get resolved quickly. This model makes our engineer much more proficient than an engineer who works in the catch-all environment and spends 80% of their time on entry-level and 20% on complex issues. As a result, our clients can expect a faster response and resolution time. If you would like to know more about the Customized IT support model call us at 770-387-2424.
About INSI: The Best MSP in Atlanta!
Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.
For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.
