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Why Office 365 Is a Better Choice for Your Business

After more than two years in the field discussing and implementing Office 365 and Google Apps, trying to decide between the pros and cons of both, I can say that Microsoft’s solution is where I drop my anchor. It is far more than checking a few boxes in a spec sheet and then comparing the […]

Characteristics of an Excellent Support Engineer

Many support engineers think that having the best technical knowledge is everything they need to get going in their business life. Are they so wrong? At a first glance, maybe not. Take a look at the job description for an average support engineer: server deployment, e-mail/proxy administration, virtualization, monitoring and maintaining servers and network, troubleshooting […]

End User Support: Excuses From The Userland

No matter where you worked in IT support – enterprise, remote, online, consultant, friend, whatever – you have heard many excuses from the end users. When you thought that you heard them all, they begin to be the same over and over again. Only the person who says it differs. Let’s work the list together.

Change How You Think About the Level 1 Support: No Down Payment, Immediate Returns

Everything is changing and so is the IT department. Not only the focus, but also the users. Add the constant pressure of doing more with less and understaffing (about half) you probably end up with burned out Level 1 support employees. Under these conditions, it does not make sense to insist on the traditional Level […]

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