we split support in to 2 teams. the front end team and the back end team. each team is trained or is an expert in their responsibilities to be able to provide world class service
Front end team:
the front end team answers companies support qestions they are the ones that go to the client site when a technician is needed onsite. They are also the ones who perform remote support and speak to the client most of the time.
Back End Team:
This is the key to our model. they are the engineers that are tasked with managing our Network Operatiosn Center. they are the ones who schedule and implement server maintenance, setup security plans, monitor the cleints infrastructure.
They are also the go to team when front end cant figure something out. this team consists of a network architects that perform Professional network Diagnostics, a Microsoft Exchange admin, and a Cisco Engineer.