After-hours support for NOC and Helpdesk

  • MSP from Gulfcoast, USA

Business Requirement

  • NOC support from 6 PM to 8 AM CST Monday to Friday.
  • Monitoring CW Automate during the after-hours period and solve critical and warning alerts.
  • Perform daily backup checks for all servers
  • Patch and Managed anti-virus checks and take necessary actions as per SOP
  • Attend scheduled tickets assigned by their support engineers.

Technologies & Tools

  • RMM: ConnectWise Automate
  • Ticketing: ConnectWise Manage
  • Remote: ConnectWise Control
  • Chat: Slack
  • Backup: Veeam
  • EDR: SentinelOne

Our Solution

We assigned 2 Full-time Dedicated Engineers to work exclusively on this project to cover a 14-hour support window and handle all overnight jobs. Having two Techs in the team ensures redundancy and manages unexpected outages and workloads efficiently.

Business Impact

  • Increased efficiency for Onsite\Local Engineers as they don’t need to run behind routine alerts every day.
  • Able to execute Scheduled tasks most effectively without disturbing end-user productivity.
  • Proactive monitoring avoids possible outages.
  • Reduced ticket queues and thus improved customer satisfaction.

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