Technical Support

Vital technical support for SMBs is a specialized service designed to cater to the IT needs of smaller enterprises. It encompasses a wide range of services, from troubleshooting technical issues to providing strategic guidance for leveraging technology for business growth. Our primary goal of providing technical support is to ensure that SMBs can harness the power of technology effectively, efficiently, and securely, without the need for large, in-house IT departments.

Click the button below to download the PDF file for full detailed information on our technical support service.

Key Components

Help Desk Support

A critical aspect of IT technical support is a responsive help desk service. Vital provides SMBs with a direct line of communication to our experts who can assist in resolving technical issues, answering queries, and providing guidance.

Hardware and Software Maintenance

SMBs rely on various hardware and software solutions. Vital technical support services help in maintaining, upgrading, and troubleshooting these components to ensure business continuity.

Cybersecurity

Protecting sensitive data from cyber threats is a top priority. Vital tech support for SMBs includes implementing and managing cybersecurity measures to safeguard against breaches, data loss, and other security risks.

Network Management

SMBs often require assistance with setting up, maintaining, and securing their network infrastructure. Our support specialists can ensure that the network operates smoothly and securely, which is essential for data flow and communication.

Cloud Services

Many SMBs are migrating to cloud-based solutions for scalability and cost-effectiveness. Our support experts assist in selecting, setting up, and managing cloud services.

Data Backup and Recovery

SMBs cannot afford data loss. We help implement robust data backup and recovery strategies to ensure that critical data can be restored in the event of an unexpected failure or disaster.

Our Team

Technical Specialist

Tier 1 / L1 Support

L1 fault identification and troubleshooting.
L1 maintenance, update and applying patches, inventory management.
Escalating unsolved issues to the relevant L2 specialist and necessary follow ups.
Documentation and reporting.

Lead Technical Specialist

Tier 1 / L1 & Tier 2 / L2 Support

Provide guidance for L1 support crew – Hardware.
Provide training and qualify assurance of L1 support services.
L2 diagnosis and fault identification – Hardware.
L2 hardware technical support and advanced troubleshooting.

Support Engineer

Tier 2 / L2 Support

Provide guidance for L1 support crew – Cloud services, Networking and Security. L2 diagnosis and fault identification – Cloud services, Networking and Security. L2 advanced troubleshooting – Cloud services, Networking and Security.

Lead Support Engineer

Tier 2 / L2 Support

Strategic solutions designing and implementation. L2 diagnosis and fault identification – Cloud services, Networking and Security. L2 advanced troubleshooting – Cloud services, Networking and Security. L2 customer relationship management.

Chief Engineer

Tier 2 / L2 Support

Please feel free to contact us at any time to discuss your IT needs and requirements, and our team of experts at Vital will be more than happy to assist you.