On site support:
How our customers achieve greater IT results
Topics: Managed Services, IT Outsourcing, SMB
Reading time: 4.5 minutes
Key IT Operational Challenges for Teams in 2025:
High staff turn over:
-32% of IT professionals report that they are likely to change jobs in the next 12 months. High turnover leads to understaffed IT department, staff burnout, and reduced efficiency. These factors contribute to the 62% of employees who feel “physically and emotionally drained”.
Projects and day to day activities:
-Tight project deadlines or simply day to day IT tasks may be encumbering your IT department. Reducing and sometime hindering time spent focused on strategy.
Complexity and technology creep:
-IT is an intricate and ever evolving landscape. Your business environment continues to grow increasingly complex, so do the demands on your technology and workforce. As a result, skill gaps may emerge over time.
Complex IT Project Support
Day to day IT support
IT Resource Backfill
Annual leave coverage
What is Staff Augmentation?
At its core ‘Staff augmentation’ is a form of outsourcing, where for a period of time specialists increase your organisations IT capability. This engagement provides access to quality talent without the long-term commitment of screening, hiring and training new permanent staff.
The vast majority of businesses that employ this outsourcing strategy already have an internal IT team, Staff augmentation is not so much about replacing your in-house resources as it is bolstering them. Companies may consider using this strategy for a variety of reasons, a few which are outlined above.
TALK TO OUR TEAM
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Industry Specific Expertise
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Minimised Risk & Downtime
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Efficient and Cost-effective Projects
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Enhanced IT Department Productivity
- Proven Value and Long-Term Support
Why use an MSP?
Projects that your business complete annually, AVTech may be doing frequently with organisation in your vertical and at higher levels of complexity. When a business chooses to work with an experienced MSP like AVTech business disruption, downtime, and potential risks from a project are generally reduced.
Without the time and cost to hire, your IT department now has more time to pursue strategic objectives whilst being able to gain insights from an MSP. Businesses consistently experience value from this arrangement. As 2024 concluded this is why 77% of our engineers were permanently assigned to a customer site. (*on a full-time or part-time basis).
*Managed Service Provider (MSP)
Certified in 20+ solution spaces
AVTech has a proven track record of supporting customers complex and unique environments, boasting more than 30 years of experience in this ever evolving industry.
AVTech Active Care
AVTech's On Site and Remote 'Active Care' supports customers interstate and nationally in both Australia and New Zealand. When we understand your business and IT environment, we can help you better plan for future projects and initiatives.
Our engineers work as an extension of your support team, seamlessly integrating with your systems and service desk. Allowing your senior IT team to spend more time on key business goals and less time on tickets and performing software updates
*Click the side menu for information on 'On Site' and 'Remote' support
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Onsite Support
Arrangements for on-site support are either ongoing or on an ad hoc basis. Longer engagements generally mean that our engineers support with a specific IT function. Stretched IT teams or lone IT managers may require ongoing in-person support in order to fulfill specific day to day duties. These types of organisation in particular often see rapid and real time improvements to their operations.
Considerations:
- There is a higher budget requirement for onsite support. To balance this, you may opt for a part time resource.
- Resources more effectively integrate into your department when working through an in person capacity.
- Through an ad hoc resource, you can feel secure knowing you have a contact to cover extended leave, a key team member leaving or if a disaster strikes.
Remote Support:
Remote support is another avenue which can contribute to your IT outsourcing strategy. As resources connect remotely this type of support is timely and effective if you have locations spread out interstate or nationally. This type of ‘Active Care’ is also more cost effective from a day to day operations standpoint.
Considerations:
- Remote support is generally the easiest and quickest way for your end users to get, however certain issues cannot be resolved remotely.
- In some scenarios the troubleshooting process may be longer than in person support.
- It may be more challenging for our resource to effectively integrating with your team when operating in a remote capacity.
Onsite Support
Arrangements for on-site support are either ongoing or on an ad hoc basis. Longer engagements generally mean that our engineers support with a specific IT function. Stretched IT teams or lone IT managers may require ongoing in-person support in order to fulfill specific day to day duties. These types of organisation in particular often see rapid and real time improvements to their operations.
Considerations:
- There is a higher budget requirement for onsite support. To balance this, you may opt for a part time resource.
- Resources more effectively integrate into your department when working through an in person capacity.
- Through an ad hoc resource, you can feel secure knowing you have a contact to cover extended leave, a key team member leaving or if a disaster strikes.
Remote Support:
Remote support is another avenue which can contribute to your IT outsourcing strategy. As resources connect remotely this type of support is timely and effective if you have locations spread out interstate or nationally. This type of ‘Active Care’ is also more cost effective from a day to day operations standpoint.
Considerations:
- Remote support is generally the easiest and quickest way for your end users to get, however certain issues cannot be resolved remotely.
- In some scenarios the troubleshooting process may be longer than in person support.
- It may be more challenging for our resource to effectively integrating with your team when operating in a remote capacity.
Remote Support:
Remote support is another avenue which can contribute to your IT outsourcing strategy. As resources connect remotely this type of support is timely and effective if you have locations spread out interstate or nationally. This type of ‘Active Care’ is also more cost effective from a day to day operations standpoint.
Considerations:
- Remote support is generally the easiest and quickest way for your end users to get, however certain issues cannot be resolved remotely.
- In some scenarios the troubleshooting process may be longer than in person support.
- It may be more challenging for our resource to effectively integrating with your team when operating in a remote capacity.
Why businesses prefer to work with AVTech.
AVTech offers more than just a service, it builds and fosters a trusted partnership. We understand and respect the level of trust required for an MSP to support your IT, being one of your most critical businesses functions. AVTech has been building dependable partnerships for over 30 years, constantly exceeding expectations and providing valuable guidance to each of our customer’s unique environments.
FAQs
Answer: This is case dependent. When you hire a full-time employee, you’re responsible for salaries, benefits, training, and overhead costs. Through on site support you get access to skilled IT professionals without the long-term commitment or administrative burden.
Speak to our team and learn how we can scale with your business
Answer: We take the time to understand your business, technical requirements, and department dynamic before we assign an IT resource. Our team has extensive experience in placing highly skilled engineers who integrate seamlessly with internal teams. If needed, we can adjust placements to ensure the best fit for your organisation.
Depending on your onboarding process this may mean selecting a consultant profile or conducting a technical interview with our resource.
Answer: For longer term 'active support' backfill is a topic discussed before generating a services agreement. This is to ensure continuity by providing backup resources or alternative support options while your assigned engineer is on leave. Our goal is to minimise any disruption to your operations, so we proactively manage resource availability to keep your IT running smoothly.
Answer: If you feel the assigned resource isn’t the right fit, we’ll work closely with you to understand the concerns and work to provide a suitable replacement. Our flexible engagement model ensures that you always have the right IT support in place.
Answer: For longer term 'Active Care' engagements we offer On Site support nationally in both Australia and New Zealand.
For project work and shorter agreements, we mainly service Melbourne and Brisbane, with scope for regional support in both Victoria and Queensland. Remote support is available nationally for all of Australia and New Zealand regardless of scope.
Answer: Customer service remains our top priority. Businesses work with us because they know what to expect, we are long term dependable partners, consistently delivering on projects. We've provided IT managed services in Melbourne for over 30 years, and in the process worked across the major verticals. Over 2,000 companies rely on AVTech for ongoing technical support.
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