The catalyst around our team is the Support Desk, a group of dedicated helpdesk engineers. The Support Desk has three unique teams who are responsible for a specific list of clients. This way, they can become experts for our clients with an intimate knowledge of their environment. Additionally, our clients have the comfort level of hearing a familiar voice when they call.
Not every engineer has the answer to every IT problem, so there is a senior team of engineers for escalating complex issues. Our engineers are encouraged not to struggle with any one issue for too long. If they cannot resolve things in short order, they can escalate to this team.
We also have a team of dedicated on-site engineers for our clients that require monthly, weekly or more frequent scheduled visit. These engineers are extremely well rounded and knowledgeable to help with a wide variety of support issues.
A critical success factor in our service delivery and overall client experience management stems from our Account Managers. Each client gets a dedicated account manager. The Account Manager’s primary responsibility is to ensure the Optimum team is meeting or exceeding our clients’ expectations. These professionals are not IT engineers; however, they have extensive IT knowledge and experience, coupled with a passion for customer service and business process.
Our Professional Services Team handles a wide variety of IT based projects. For example, they often work on server installs, server migrations, network upgrades, firewall and wireless implementations office moves and VoIP deployment to name a few.
Our procurement team works with our clients on licensing, PC/laptop purchases and any number of hardware and software needs. This is of value to our clients who are seeking a place to source equipment with a competitive advantage and streamlined approach.
Finally, our leadership team provides the IT vision, planning and strategy that only 30+ years in the industry can give you. Please see the OUR LEADERSHIP page for their bios.