Advanced Technical Support
Your senior technical resource, when you need one
I work alongside MSP engineers and IT teams on difficult technical problems, migrations and projects. Bring me in for a single escalation, a second opinion, additional project capacity or as an ongoing technical resource for your team.
Additional technical capacity
Another experienced pair of hands
Even a strong technical team occasionally benefits from additional experience or capacity. A problem may have consumed too much engineering time already, a migration may be outside the work you do regularly, or an important project may simply need another senior technical resource to keep it moving.
I can join your existing team at whatever point makes sense. Sometimes that means investigating an issue from the beginning. Sometimes an engineer has already done most of the diagnostic work and wants another pair of eyes. For project work, I can assist your engineers or take responsibility for an agreed part of the project.
For MSPs
Work with me as part of your technical team
Much of my work is for MSPs. I understand that the client relationship remains yours and that bringing in additional technical expertise should support that relationship, not get in its way.
I am comfortable working behind the scenes with your engineers, discussing the problem in technical detail and helping them deliver the solution to their client. Where appropriate, I can also work directly with the client as part of your team.
There is no need to hand over an entire project just because you want specialist input into one part of it. Equally, if you would rather give me responsibility for a defined piece of work and free your own engineers for other clients, that works too.
Typical work
Problems, projects and migrations
The work varies because I am generally brought in for the things that do not fit neatly into routine support. Typical engagements include:
Difficult escalations
Troubleshooting problems that have reached senior engineers, particularly where several technologies are involved or the obvious answers have already been ruled out.
Projects & migrations
Additional technical capacity for planning, preparation, implementation and troubleshooting during infrastructure, Microsoft 365 and Exchange projects.
Second opinions
An independent technical review before a significant change, migration or design decision, or another perspective when troubleshooting has reached an impasse.
Technical scope
More than one product
Microsoft Exchange has been a particular specialism of mine for many years, and Microsoft 365 now forms a substantial part of my work. However, difficult technical problems rarely stay within a single product.
My experience extends across Windows Server, Active Directory, Microsoft 365, networking, DNS, Remote Desktop Services and the surrounding infrastructure. That breadth is particularly useful when the symptom appears in one system but the cause is somewhere else.
For Exchange, Exchange Online and Microsoft 365 specific work, see Microsoft 365 & Exchange.
How I work
Ad hoc, project or ongoing support
Different MSPs need different levels of additional technical resource. You can bring me in for a single problem, involve me in a defined project, or keep regular access to my time and experience through an ongoing arrangement.
Ad-hoc work is often a good way to start. There is no need to enter into an ongoing agreement simply to get help with one difficult problem or to find out whether I work well with your team.
Where you find yourselves calling on me more regularly, an ongoing arrangement can make more sense. It gives your engineers established access to another senior technical resource for escalations, second opinions, project planning and the awkward jobs that appear from time to time.
Ongoing technical resource
Someone who already knows how you work
There is an advantage to working with the same external technical resource over time. I get to know your engineers, your clients and the way you prefer to work, while your team knows when and how to involve me.
Regular access does not mean outsourcing your third-line support. I remain an additional resource for the situations where another senior pair of hands is useful, while your engineers continue to own and develop their own technical knowledge.
An ongoing arrangement can also include regular technical discussions or reviews, so upcoming migrations, changes and difficult cases can be discussed before they become urgent.
Knowledge transfer
Work through the problem together
I am also happy to work through an issue with one of your engineers rather than simply taking it away and returning with an answer. For MSPs in particular, that can make an escalation useful beyond solving the immediate problem.
For something more regular, I also provide technical mentoring and roundtable sessions for MSP engineers and technical leads.
Get in touch
Need another pair of experienced hands?
Tell me what you are working on and where you need additional technical resource. Whether it is a single escalation, a project or a regular requirement, we can work out where I can add the most value to your team.