Managed IT Services

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    Stop managing your technology and start managing your business.

    Dycom IT managed services provide comprehensive support for your technology environment and business users.

    For businesses large or small, IT management and end user support means ever-evolving complexities. While internal IT staffing can be critical to your operational success, they may not have the resources, skills or bandwidth required to support all end user requests, while keeping systems and networks working securely and optimally with minimal downtime. By monitoring and supporting your end users and IT infrastructure, Dycom can help your business reduce costs, mitigate risk and provide high quality end user support.

    IT managed services and support tailored to your business’ needs. We offer a range of fully customizable plans that deliver varying levels of business-critical support.

    SERVICE LEVELS


    cogsFull Service is our all-inclusive offering. We assume the role of your company’s full or partial IT department, providing automation and tools as well as issue resolution and end user support.

    Shared Service allows you to share IT responsibilities with us. Lewan provides monitoring and preventative maintenance, while issue resolution can either be handled by your IT team or ours.

    Custom Service plans can also be designed for your unique IT needs. Our professionals will work with your internal stakeholders to define an a la carte plan designed specifically to serve your organizational requirements.

    When it comes to IT support, one size definitely does not fit all. You have one-of-a-kind operational needs and a unique make up of internal skill sets. Infrastructure monitoring, management and end user helpdesk services give organizations a highly flexible remote IT solution that delivers as little or as much support as needed.

    SERVICE FEATURES


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    As part of our End User and Infrastructure Support, we pay attention to key elements of your IT environment to identify small issues before they become large problems, saving you significant time and money. Our Remote Operations Center (ROC) technicians:

    • Remotely monitor all of your critical network systems, including servers, applications, network devices and workstations.
    • Watch for alerts, abnormalities or changes in device status.
    • Monitor key, platform-specific variables that are critical to assessing your IT infrastructure’s health.
    • Alert your internal staff or handle the problem ourselves when a problem is detected. Your choice.
    • Apply application and operating system updates, install security fixes and ensure old user accounts are properly disabled.
    • Check patch levels, patch applications, perform upgrades, provide hands-on configuration and performance reviews, and review error logs.
    • Provide a web portal that enables your staff to view ticket status, infrastructure status and escalate issues to Lewan for additional support.

    Reliable data backup to ensure business continuity. Developing and maintaining a consistent, reliable data backup function remains a challenge for organizations of all sizes, leaving them vulnerable to failure in disaster recovery or business continuity scenarios. Data Protection services can provide the assurance you need.

    DATA PROTECTION

    When it comes to data backup requirements, each organization has unique operational processes. You need a solution right-sized for your organization to help you minimize risk. Our Data Protection services include:


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    • A back-up solution that stores your data locally for quick recovery as well as a copy offsite to ensure that you are a prepared in case of critical data loss.
    • Highly skilled, certified security specialists to augment your staff.
    • Immediate error investigation and resolution.
    • Periodic test restores to ensure everything is working as expected.
    • Brick-level Microsoft Exchange backup support.
    • An agentless backup model, meaning you do not need to have backup agents installed on your servers.
    • De-duplication and data encryption for each offsite backup, ensuring all data sent to the cloud is secure.
    Managed Helpdesk

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    Help Desk Support

    Providing quality help desk solutions is the heart of Dycom’ business. By rendering prompt, responsive answers to your end-users’ IT challenges, Dycom gets them back to work quickly. How we interact with your organization depends on your unique requirements. We can:

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    • Use Our Resources or Yours: We’re flexible in how we design your help desk solution. We can use your people or our U.S. based professionals; your location or our site and your existing help desk tools or Dycom tools. Regardless of the resources used, ABS delivers knowledgeable, reliable, and efficient help desk support.
    • Supplement Your Help Desk Support Personnel: Dycom can also supply contracted resources to strengthen your support offering if your company already has a help desk in place but requires additional skill sets.
    • Assess Your Help Desk: Dycom will analyze the performance of your help desk. Our experts will ensure your firm is correctly allocating resources, following industry leading practices, and fully leveraging your current technology investment.


    Outsourced Desktop Support – Onsite

    Supporting your end-users sometimes requires more than just a phone call. The Dycom desktop team provides a personal touch by arriving at your desk to troubleshoot problems with software applications, operating systems, printers, and network connectivity. Our certified technicians are not only knowledgeable, but are also friendly and courteous.

    Outsourced Desktop Support – Remote

    The Dycom Remote Level 2 program specifically addresses the challenges of a mobile and distributed workforce. It is the perfect complement to our Dycom Service Manager ITSM platform. Wherever your users are…at home, in an office, hotel, airport, etc., Dycom can support them. We remotely attach to their computers and provide Level 2 support anywhere, anytime. Our agents troubleshoot hardware and software issues as well as install and/or upgrade software. Even patch management, software deployment and asset tracking can be handled remotely. Since Level 2 calls generally require an extended resolution time, users can schedule a remote session at their convenience.

    Technical Support

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    Technical Support

    Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

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    Duties and Tasks/Essential Functions:

    • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or
    • over the Internet;
    • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
    • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
    • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
    • Research required information using available resources;
    • Follow standard processes and procedures;
    • Identify and escalate priority issues per Client specifications;
    • Redirect problems to appropriate resource;
    • Accurately process and record call transactions using a computer and designated tracking software;
    • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
    • Organize ideas and communicate oral messages appropriate to listeners and situations;
    • Follow up and make scheduled call backs to customers where necessary;
    • Stay current with system information, changes and updates
    Backup Systems

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    You do have backups, right? Yeah, we thought so. Backups are a good thing, but they’re tedious to configure and monitor. We’ve all heard the stories (and possibly experienced them) about some poor soul losing valuable data because the time wasn’t invested in a working backup system — or worse, false security was placed in a backup system that was unreliable.

    Given how critical backups are, our goal for the Dycom Backup Service was ambitious: to create a completely managed, reliable and highly available system, that’s easy to use (set-it-and-forget-it), affordable, and “just works”.

    One-click managed cloud backups

    One click is all it takes to enroll your Dycom in the backup service and to start protecting your data. We manage the entire system, from making sure our backup boxes are healthy, to monitoring for failures.

    saA backup strategy for any situation

    Three backup slots are executed and rotated automatically: a daily backup, a 2-7 day old backup, and an 8-14 day old backup. A fourth backup slot is available for on-demand backups.

    Configurable backup window

    You can configure when automatic backups are initiated from a list of 2 hour windows, allowing you to perform any database dumps before the backup occurs.

    Ensure your data is protected today

    The Dycom Backup Service can be activated instantly and runs completely independent of your Dycom software stack. No installation or configuration required. It’s that simple.