Tech support is the backbone of Rarity's service offerings. We pride ourselves on providing personable, reliable, responsive, and professional service. Our clients are more efficient and productive because of the highly skilled and unlimited tech support we deliver. This is one of the ways we make technology a strategic asset for your firm.
Onsite Tech Support
Consistent onsite tech support is key to developing a positive and trusting relationship with our clients. We use this opportunity to ensure the network is secure and optimized. While most IT support companies charge extra for this, Rarity includes onsite support with our monthly Managed IT Service plan.
For proactive onsite tech support, we create a monthly schedule for all-day appointments. During this time, our Network Administrators perform the following:
– Check in with each of your team members
– Update IT documentation
– Run our network assessment reports
– Complete IT projects or tasks that require an onsite presence
If onsite tech support is needed for an urgent issue, we arrive within a couple of hours or less. Working proactively with our clients allows us to redirect and dispatch our engineers to ensure your office is back up and running optimally.
Our Network Administrators arrive to our client’s offices dressed professionally, bringing a positive, patient, and can-do attitude. Accustomed to interacting with all levels of company personnel, they are excellent communicators. Through knowledge transfer, training, and attentive support, our Network Administrators ensure your team members are comfortable and efficient with the technology in your office.
Remote Tech Support
When you call our Service Desk, you will always talk with a friendly, knowledgeable and professional human. Rarity clients never leave a voicemail or deal with multiple phone transfers. Our Service Desk engineers work as a team to share knowledge and access your comprehensive IT documentation so we can assist you quickly and efficiently.
Our local Network Operations Center (NOC) in Katy, Texas is staffed with a dedicated team of Support Engineers ready to resolve IT issues or make change requests. Rarity is made of full-time employees – not an outsourced help desk – we support you. The team addresses urgent issues immediately and schedules other requests at a time that is most convenient for you the client.
Once your company joins the Rarity Family, we install a customized ticketing portal. Team members will be able to easily submit support tickets and track their success. Everyone is also welcome to call or email the service desk, which will automaticacreateates a ticket in the portal.
Rarity's remote monitoring and management (RMM) system monitors your entire IT infrastructure 24/7/365. Our Service Desk team receive alerts immediately when there is a problem within your network and solves the issue. We often identify and solve a problem before it has the chance to have a negative impact on our clients’ IT environment.