Onsite Technicians
Onsite technicians are technicians that go to your office in person and deal with the problem directly. In this day and age, they are not usually the first recourse for businesses with technical issues; the first responders are typically offsite techs.
Meanwhile, onsite techs are often deployed when there is a hardware issue. Also, they are essential for businesses looking for a more personal touch; you can see who is working on what.
The challenge
Possible inefficiency
Many IT issues can be resolved remotely, provided you have all of the necessary tools. This makes onsite tech support inefficient. Companies need tech problems solved ASAP; more downtime causes more lost profits.
Inefficiency is the reason MSPs do not immediately provide an onsite technician. If the problem can be solved faster via remote help, then it’s more efficient for the business and MSP to fix it remotely.
Hardware solution
Can Deal with Hardware Issues
Onsite technicians are necessary when dealing with broken hardware or updating hardware. Offsite technicians can’t put in on-premise servers or replace monitors, and thus onsite technicians are still a necessity with MSPs.
Onsite technicians provide a more personal touch than remote technicians. This is an essential factor for business owners who want to know who is working on their system. This also provides a sense of trust for different clients.
100% Problem Solution
Can spot problems offsite technicians may overlook
Offsite technicians can provide you with almost instantaneous help as long as you have an internet connection and correctly configured programs for your computer.
You don’t have to wait for them to get to your office; you just need to wait for a technician to connect to your computer.
What if You Want Both Onsite and Offsite Technicians?
Essentially, onsite and offsite technicians both aim to efficiently and effectively resolve your technical problems. A good MSP will be able to provide resources for both onsite and offsite technicians.
At ITS, we know that they both provide different benefits for clients, which are the following:
ONSITE TECHNICIAN
OFFSITE TECHNICIAN
PROS
CONS
PROS
CONS
Can deal with hardware issues
Longer timeliness of deployment
Short wait-time for maintenance
Needs to have proper equipment setup
Provide a more personal touch
Possible inefficiency
24/7 technical support
Privacy concerns
Can spot problems off-site technicians may overlook
Cannot fix hardware issues
Offsite Technicians
Offsite technicians are meant to work on your technical problems from a remote location. They’ll request access to your computer through a program and fix issues through this access.
Most of the time, you can let them be, but in some cases, they’ll ask you to stand by while they’re working to give them the necessary information.
Need help? Book a call at a time to suit your schedule
Companies that have offsite technicians can provide technical support 24/7. Most MSPs no longer provide 24/7 onsite support due to the accessibility of offsite support.