PockIT Engineers

Facility management services ensure seamless operations and support for IT infrastructure and business environments. These services help maintain efficiency, security, and optimal performance.

Resident Engineers

Resident engineers are embedded technical experts stationed directly within our clients' organizations. Their continuous presence allows for a deep understanding of our clients' specific IT infrastructure, business processes, and user needs. This intimate familiarity enables them to proactively identify potential issues, provide swift and contextually relevant support, and build strong working relationships with the internal IT team and end-users.

Their on-the-ground experience provides valuable insights into system performance, areas for improvement, and the impact of technology on business operations. They can assist with the implementation of new technologies, provide training to internal staff, and ensure adherence to IT best practices. This proactive approach helps our clients maximize their IT investments and achieve their business objectives more effectively.

They act as an extension of our clients' IT departments, offering a consistent and reliable point of contact for technical assistance.

Deskside Support

Deskside support forms the frontline of IT assistance, providing direct, hands-on support to end-users at our clients' workstations. This service encompasses a wide range of tasks, including diagnosing and resolving hardware and software malfunctions, assisting with application usage, configuring new devices, and performing system upgrades.

Our focus is on providing timely and effective solutions to individual user issues, minimizing disruption to their productivity and ensuring they can effectively utilize their IT tools.

Equipment Maintenance and Upkeep

Proactive equipment maintenance and upkeep are crucial for ensuring the longevity, reliability, and optimal performance of our client's IT hardware.

This includes:

Regular inspections
Cleaning
Preventative maintenance tasks, such as:
- Software patching
- Firmware updates
- Hardware component checks

By addressing potential issues before they escalate, organizations can minimize unexpected downtime, extend the lifespan of their IT assets, and avoid costly emergency repairs for our clients.

Consistent hardware maintenance ensures that systems operate efficiently, reducing the risk of performance degradation and data loss. This proactive approach not only saves money in the long run but also enhances overall business continuity for our clients.

Network Infrastructure Management

Network infrastructure management encompasses the comprehensive oversight and maintenance of our clients' network systems.

This includes:

Routers
Switches
Firewalls
Wireless access points
Cabling infrastructure

The primary goal is to ensure a secure, stable, and high-performing network that can effectively support our clients' communication, data transfer, and application access needs.

Effective network management involves continuous monitoring of network performance for our clients, identifying and resolving bottlenecks, implementing security protocols, and planning for future capacity needs.

This proactive approach minimizes network outages, optimizes data flow, and ensures the integrity and confidentiality of network traffic.

Dispatch Support

Dispatch support provides a rapid and organized response mechanism for addressing IT incidents and service requests that require onsite intervention for our clients. This involves:

Efficiently receiving support requests
Logging support requests
Assessing the urgency of the issue
Assessing the impact of the issue
Dispatching the appropriate technical resources to the affected location in a timely manner

The goal is to minimize downtime and restore normal operations as quickly as possible for our clients.

Dispatch teams often utilize ticketing systems and communication tools to coordinate with end-users and field technicians. Our team plays a critical role in ensuring that the right expertise and equipment are deployed to resolve issues effectively, contributing significantly to overall service level agreements and user satisfaction for our clients.

VIP Support

VIP support is a specialized tier of IT assistance tailored to the unique needs of key executives and high-priority users within our clients' organizations. Recognizing the critical nature of their roles and the potential impact of IT disruptions on their productivity and decision-making, VIP support offers expedited response times, dedicated support personnel, and proactive issue resolution.

This premium service often includes

Direct access to experienced technicians
Personalized support processes
Flexible scheduling to accommodate their demanding calendars

VIP support aims to provide a seamless and uninterrupted technology experience for our clients' key personnel, ensuring that these critical individuals can focus on their core responsibilities without being hampered by IT issues.

The emphasis is on proactive problem prevention and rapid, discreet resolution when issues do arise for our clients.

Vendor Coordination

Vendor coordination involves the management and oversight of relationships with third-party service providers who supply and maintain various IT assets and services for our clients.
This includes hardware vendors, software providers, telecommunications companies, and specialized IT service firms.

Effective vendor coordination ensures:

Smooth procurement processes
Timely maintenance and repairs
Efficient troubleshooting when vendor-related issues occur for our clients.

By effectively coordinating with external providers, organizations can optimize costs, streamline processes, and ensure the reliable operation of their IT infrastructure and services for our clients.

IMAC-D (Install, Move, Add, Change, Decommission)

IMAC-D encompasses the lifecycle management of IT hardware and software assets for our clients, covering the processes of Installation, Move, Add, Change, and Decommission.

Installation involves setting up new hardware and software. Move refers to relocating existing IT equipment.
Add involves incorporating new components or functionalities.
Change includes upgrades, configurations, and modifications to existing systems.
Decommission involves the secure removal and disposal of outdated or unused IT assets.

Proper planning and execution of these activities minimize disruption to users, ensure accurate asset tracking, and maintain compliance with security and environmental regulations. Effective IMAC-D management contributes to cost optimization, improved resource utilization, and a more streamlined IT infrastructure for our clients.