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14 Things San Francisco Businesses Want IT Support Techs to Know

You are running your business at full-speed. What you don’t need today is delays. So, why doesn’t your San Francisco IT support company send you great technicians that know their stuff and treat your business like gold? Here are 14 things Bay Area Businesses want IT support companies to know.

  1. Communication before and after the on-site visit.
  2. Willingness to make the on-site visit.
  3. Don’t panic. You make us nervous when you do.
  4. Show up on time.
  5. Be professional.
  6. Be detail oriented.
  7. Keep a neat workspace.
  8. Stay organized.
  9. Know when you are in over your head and call for help.
  10. Know your stuff – don’t learn on our dime.
  11. Ask lots of questions.
  12. Don’t complain if we want to see and understand what you are doing.
  13. Show up with the tools you need to get the job done.
  14. Answer all our questions graciously and in plain language.

14 Things San Francisco Businesses Want IT Support Techs to Know

You are running your business at full-speed. What you don’t need today is delays. So, why doesn’t your San Francisco IT support company understand that and ensure that their techs show up on time?

It’s a frustration that is real – and unfortunately, all too common.

We all know that showing up on time is part of being responsible and respectful of other’s time.

So why is it that something that is such common knowledge so uncommon in the San Francisco IT support industry?

As we took a dive into the “when, why, where, and how” of this question, we discovered that tardiness is not the only complaint that Bay Area businesses had about their IT support.

In fact, San Francisco businesses told us what they want in an IT support technician.

A San Francisco IT Support Tech That Understands These 14 Things

  1. Communication before and after the on-site visit.

Anyone in customer service knows that you can never over-communicate with a client. IT support here in San Francisco is no different. From the time that a call, email, or helpdesk request comes into the IT support provider’s office, communication should be the name of the game.

What do businesses like yours want to know?

Your IT support provider should be communicating with you concerning the scope of the problem, timeframe to resolution, assets assigned to deal with your issue, and if it is an onsite visit, time to arrival.

Having these basic answers in hand – and being able to count on the IT support company to follow through – will set your mind at ease.

Your request has been received, and the wheels have been set in motion to deal with your concerns.

  1. Willingness to make the on-site visit.

If your current IT support provider is hesitant to send techs out to your San Francisco Bay area business, they care more about the nickels and dimes than they do about your business.

It’s that simple.

While many IT support requests can be handled – and should be handled – remotely, getting your technician to come to your location shouldn’t be like pulling teeth.

Your business is worth the on-site visit! If for no other reason than to build a lasting individual relationship that results in a win-win business partnership.

  1. Don’t panic. You make us nervous when you do.

We’ve all had the unpleasant experience of having an IT support tech show up irritated and frustrated with life.

We’ve all had that kind of day.

But we don’t all inflict our feelings of frustration and panic on those around us.

That’s just wrong.

If your IT support tech gets frustrated, panics, and acts irritable around your staff, maybe it’s time to look for a new San Francisco IT support company.

  1. Show up on time.

While not important enough to be #1 on our list, being on time still makes the top five.


Because time is money!

Every minute your computer systems are down is a minute of lost productivity and lost revenue. No business leader wants to pay employees to sit around while the IT support technician takes his good old time getting to your location – if he shows up at all.

If your San Francisco-based IT support technician isn’t showing up and time and isn’t calling to inform you he/she will be late, it’s time to start looking for someone else.

  1. Be professional.

Although Bay Area companies don’t really care if their IT support guy shows up in a suit and tie to service their computers and servers, they want them to act professionally.

What does that mean?

  • A professional knows the names of the people he is going to see.
  • A professional doesn’t dress or act like a slob. – You are in our workplace and reflect on our company.
  • A professional speaks with kindness and courtesy – always.
  • A professional is there to do a job – not to fraternize and waste staff time.

For some IT support personnel, the attitude is, “I’ll do what I want. After all, they need me.”

The Intivix IT support team has a different outlook. We are professionals who act professionally because we value your business, and we respect your employees and company.

  1. Be detail focused

While many geniuses throughout the centuries have been a little scatterbrained, San Francisco businesses are not looking for the “scatterbrained” quality in their IT support help.

Technicians must adhere to a high level of precision in their work.

Business leaders don’t want to find out about small tasks left undone or receiving the “lick and a promise” treatment.

The technical support specialists at Intivix view every detail as an important one. After all, great things are made up of small but important details.  With IT support from Intivix, no detail is overlooked.

  1. Keep a neat workspace.

It has been said that a cluttered space is the sign of a cluttered mind.  Taking the time to organize workspaces helps with work processes immeasurably. Wasted minutes quickly add up to wasted hours.  With so much to accomplish in a day, an organized workspace helps with not only knowing where things are but also with freeing up time to devote to more important tasks.

What does this mean regarding your IT support?

An IT support technician should work in a clean, efficient manner. Tools, supplies, and mess should be contained to the work area, and the work area left spotless upon his/her departure from the client business.

 Stay organized.

Organization is important for an IT technician. Each task needs to be carefully coordinated to ensure minimal disruption to the client’s workflow. A technician that doesn’t organize his tasks ends up sometimes hurting the client as much as he/she helps them that day.

 Know when you are in over your head and call for help.

A technician that doesn’t know his limitations is a problem. Your IT support tech should be able to admit when they don’t know an answer or need some help to resolve the situation. By calling in some reinforcements, a wise technician gets the job done right for the client and learns a little more about his craft along the way.

If your San Francisco IT support person can’t admit when he doesn’t know the answer, it’s time to be looking for someone else.

 Know your stuff – don’t learn on our dime.

No business wants to pay for the learning curve of an IT professional. Bay Area businesses partner with managed service providers because they want the experience and expertise of service that comes with that partnership.

Before an IT service technician goes out on a call, they should ensure that they have the knowledge to deal with the situation at hand.

  1. Ask lots of questions.

Your IT support professional should never be afraid to ask the many questions that are necessary to understand your business, your processes, and your individual computer useage. These questions are essential to being able to tailor your IT environment to your specific needs. If your IT specialist doesn’t ask a lot of questions, they likely can’t give you the customized IT your business needs to thrive.

  1. Don’t complain if we want to see and understand what you are doing.

You’re not tech people.  Your IT support professional should understand that and be okay with being transparent in his work.

You want to understand what your tech is doing – and what you are paying for.

If your tech gets irritated when you ask questions or looks over his/her shoulder, maybe you should be looking for someone else.

A good IT support tech will understand that even though you aren’t a tech person, you still want to know – and at some level, understand – what is going on with your systems.

  1. Show up with the tools you need to get the job done.

The easiest way to get the job done is to have the right tools, to begin with.  If an IT support person has to be running back and forth to their office constantly for tools and supplies, they are holding up your system’s recovery and costing you money.

A great IT tech will ensure that they have the tools, parts, and supplies necessary to deal with your initial complaint or concern when they leave the office to visit your location.

  1. Answer all our questions graciously and in plain language.

We at Intivix “get” that you aren’t tech people.  And we also “get” that tech language is only familiar to one side of this equation.  We also believe that there is no such thing as a stupid question.  After all, if we were to ask an in-depth question about your field, it would soon reveal that we had much to learn about the intimate workings of your industry.  The playing field is level.

A good IT support technician will answer your questions carefully and patiently. If they don’t do that, then maybe they aren’t the right IT services solution for your company.

 Your Intivix IT support team pledges to break down complex processes into easy to understand parts.  This makes both our jobs that much easier.  Time is money.  Time spent explaining things simply leads to better communication between our staff and yours.

You talk—we listen.  Intivix is your San Francisco-based IT support firm partner at work for you with your best interests at heart at all times.

Contact the Intivix team now at (415)-549-9681 or [email protected] to learn more about what our team can do for your business.