When you partner with an IT provider, you also receive the benefit of on-site IT technician visits. But what do these visits accomplish, and how do they help your business?
There are five kinds of scheduled IT technician visits:
- Site survey
- Network administration
- Break-fix visit
- Post-migration training
- Project visit
Each visit has a specific IT-related goal to help systems run more smoothly and effectively.
For over 25 years, WEBIT Services has helped hundreds of clients create, correct, and maintain their IT systems using strategy and on-site technician visits.
By reading this article, you will learn about the five kinds of IT technician visits, their purposes, and how they help your business.
5 reasons for an IT technician site visit
1. Site survey
When you first sign up with a new IT provider, an IT technician will perform a site survey. This first visit will tell the IT provider everything they need to know about your IT equipment, systems, and setup.
In a site survey, the technician reviews IT workstations, the server room, and network equipment. They will also ask you about the business applications used in your daily functions.
This visit is critical in learning about your business, current IT functionality, and IT needs. It will answer questions like:
- What hardware and software are vital for your day-to-day business operations?
- How old is your technology? Does it need replacing?
- What condition is your technology in?
- What kind of technology are you currently using?
- How is your IT network set up?
- Do you have any specialized equipment or programing?
Gathering this data prepares your IT provider for future strategies and services.
For instance, if your IT technician discovers that you do not have a backup system, your provider will help you determine what kind of backup system meets your needs and your budget.
This visit is also critical in getting to know your company's current and future IT needs and functionality. It is a foundational step in building your IT partnership. Without this knowledge, an IT provider cannot serve you effectively.
2. Network administration visit
A network administration visit is a reoccurring scheduled maintenance visit. During this visit, your IT technician reviews your current network equipment and checks network tools like your firewall. In addition, it addresses network performance and security.
While on-site, your IT technician will:
- Check firewall firmware updates.
- Update software.
- Check antivirus and endpoint protection for reports and updates.
- Check connection points.
- Verify that all technology has current, required updates.
Without these updates, your technology may have a security vulnerability and open the door to cybercriminals. Software updates address known vulnerabilities to avoid exploitation.
Checking firewall and antivirus functionality keeps your network protected and functioning.
Poor firewall settings can slow down your connection, hindering productivity. By verifying that your firewall is working (and fixing it if it is not), your IT technician also helps maintain or increase productivity.
Due to the complicated nature of the technology, these proactive visits are scheduled in advance and may take several hours to complete.
3. Break-fix visit
Break-fix visits address user concerns that can only be resolved in person.
When a user contacts the IT helpdesk, the helpdesk technician will do all they can to solve the problem remotely. For most cases, this will be sufficient. However, some rare issues need on-site attention.
When these issues arise, the helpdesk and IT technician will work together to resolve them. The IT technician will schedule an on-site visit to solve these helpdesk tickets.
This visit helps ensure that user concerns are addressed and solved.
4. Post-migration training
If your organization has undergone a significant IT change, your IT technician will visit to perform a scheduled post-migration training visit. This visit will focus on teaching users how to use the new technology, answering questions, and ensuring everything runs smoothly.
This training visit could address hardware, software, or application changes or additions. If you are using a new application or technology, your IT technician is there to help get your workforce on its feet and comfortable with the new tool.
For instance, if you change email providers, your IT technician will come on-site once the change is live to show users the new service, test it, and answer any live questions users have. If someone can't get into their inbox, the IT technician is there to help.
This visit makes your employees more comfortable using the new tool and keeps productivity up. It also addresses issues in real-time to help maintain productivity.
The visiting technician will also bring reports to the IT provider so everyone knows the new technology's issues, concerns, or success.
5. Project visit
Project visits are specialized for your organization based on current or upcoming IT projects.
Therefore, project visits will only occur if your company has a current IT project. If your company has no plans for an IT project, your IT technician will not perform a project visit.
For example, if your company is changing out several computers or a server, your IT provider will send an IT technician out to perform these tasks.
Your IT provider will work with you to determine the stages of each project and schedule technician visits so the project is completed well and as promptly as possible.
3 Tips for a productive IT technician visit
IT technician visits are an essential part of proactive IT practices. Here are three tips to help guarantee visits are effective.
1. Communicate goals and concerns
Talk with your IT provider about your IT-related goals and concerns. Your IT provider can help you develop an IT strategy to help bring these goals to life and help resolve problems.
With this holistic picture in mind, your IT technician can better serve your business's IT needs.
2. Utilize the helpdesk
The helpdesk is your first resource for user issues. If something isn't working quite right, call or message the helpdesk. The helpdesk can resolve most user problems remotely and quickly.
The helpdesk also keeps records of every ticket, allowing the IT provider to analyze and identify trends holistically.
For example, if several users experience email issues, the IT provider will use the ticket records to find the root of the issue to prevent future problems.
As much as your IT technician may want to help answer unscheduled questions, it may be difficult for them to do so. This is because IT technicians perform site visits on strict schedules in order to use their time on-site effectively.
Instead, be sure to communicate any user concerns with your helpdesk first. You may be surprised by how quickly they resolve the matter. Then, if an IT technician's on-site expertise is needed, they will schedule a visit to address it.
3. Talk to your provider about the schedule and your needs
Contact your provider if you have any questions about your IT technician's upcoming visit. They can break down the goal of the visit, and if you have additional concerns or needs, they can help prepare your visiting technician.
Preparing for your next IT technician's visit
When your IT technician is scheduled to visit, you know they will perform one of the following tasks:
- A site survey to learn about your current IT setup and tools.
- Perform network administration updates to maintain functionality and security.
- Conduct a break-fix visit to resolve user issues previously submitted to the helpdesk.
- Perform post-migration training to help users learn about new technology and monitor its performance.
- Work on a specific IT project for your organization.
Talk to your IT provider if you have any questions or concerns about a scheduled technician visit. They can help explain the visit's goals or adjust them to better meet your needs.
If your IT provider does not provide on-site technician visits, this can be a service red flag. While many tasks can be completed through remote access, technician visits offer an invaluable service by examining equipment in-person and performing functions that can't be done through remote access.
If you are looking for a new IT provider, schedule a free 30-minute consultation to see how WEBIT Services can help.
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