Tier 1 and 2 tech support

SMG3 in the News

Tier 1 and 2 tech support

Why partnering with a provider makes sense

SCHAUMBURG, IL – (December 08, 2015) – The decision to switch to a mobile workforce is not a simple one. For one thing, all of your employees need to buy into the new technology and, as with all mobile devices, there is always a possibility of something breaking or not syncing with your network. Your IT department may be able to help, but they may not be familiar with the devices that you’re working with, and may not know the ins and outs of failing networks. Having a Tier 1 and 2 tech support team that is familiar with your devices inside and out can be a huge relief to your IT team and help get you back up and running seamlessly.

SMG3’s Professional Services department offers a team of knowledgeable tier 1 and 2 tech support that can help you keep your mobile devices and network running smoothly by doing some of the following tasks:

Help desk support for any of your questions. Technical email and phone inquiries are managed by our Tier 1 tech team. They will look at your initial inquiry and help answer your questions or escalate it to a Tier 2 team member. By working closely together, tech support can use their knowledge to answer your questions efficiently and accurately.

Remote monitoring of wireless infrastructure. Having network issues? We’ve all been there. Thankfully, our tech support team can monitor your network infrastructure from our offices and can help you troubleshoot remotely. If we can?t figure it out from where we’re sitting, we’ll send a professional out to your site to help you fix the problem and make recommendations on how to ensure it never happens again.

Manage your repair process from start to finish. It’s unfortunate when technology breaks on us, but when you have a tech support team that has a pre-existing relationship with the manufacturer of the device you’re using, it certainly helps. Our Tier 1 and 2 tech support team will open a case for you, look into your manufacturer warranty, and communicate back and forth with the manufacturer to ensure that your device gets fixed or that you receive replacements. The best part is that you can monitor every step of the process through our customer care portal, which our tech support team updates regularly.

This is just a small sample of what a knowledgeable tech support team can do to support your IT team. SMG3 offers the Tier 1 and 2 level support needed to manage a mobile strategy seamlessly. If you’d like to learn more, give us a shout.