Kaseya Community

Tech duties/responsibilities

  • Just wandering what others are doing out there for assigning techs with responsibilities, etc. We currently have techs dispersed as follows and wonder how others might be handling/deviding up their techs and the responsibilities that need to be met?

    I am also interested in how you guys might be deviding things up so that each customer has their own assigned tech that is responsible for knowing that customer very well and can be a single point of contact for special inquiries or questions, etc.

    We have the following setup in various rotations of 2 weeks to 6 weeks at a position.

    1. New Tickets (one tech gets all new tickets and handles them accordingly)
    2. Monitoring (one tech is assigned to monitor all alerts from all systems as well as verify backups are successful at all customers, then create tickets as necessary)
    3. Onsite Techs (We have a couple customers that have purchased weekly onsite time, if that tech is no longer onsite he is to monitor tickets for those customers then is a "floater" available to assist others.
    4. Project Tech (Focuses on Projects that we need to get accomplished for customers as well as internally)
    5. Internal Tech (We are large enough that we have begun requiring an internal tech to handle our internal issues, projects, work, etc.)
    6. Floaters (The rest of the techs are floaters that are available to be given tickets and/or work on projects as they are available)
    7. Various other techs available to us as needed that are specialists in their areas and focus on T&M type projects instead of MSP support.

    Any examples of how you are supporting your customers to make sure your SLAs are met are welcomed. Just looking for any great ideas out there that maybe we have not thought of as we are always looking to improve our ability to support our customers the best way possible...

    Legacy Forum Name: Tech duties/responsibilities,
    Legacy Posted By Username: scott.wilmesmeier
  • Nobody sharing??? I am disappointed. Any information about how your company is supporting your customers would be appreciated. Just trying to get an idea of what others are currently doing. Thanks!

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: scott.wilmesmeier
  • In the place I work at, I get to do most of the work... unless of course its easy... then someone else will pick it up... YAY@!!!


    In reality, with us... who ever opens the ticket works it to the end, very rarely do we pass it on to another tech.

    If there are no calls everyone goes and address the monitoring issues (we're assigned to companies).

    OnSite Techs... we have none, we go out as needed (some clients have to pay for it some dont, depends on SLA)

    Internal tech... depending on the project, me for the most part... for the "futures" its someone else...

    Larger projects... I team up with our "Senior Engineer" to plan and deploy on those (server build outs/replacements)

    Afterhours... I do the after hours on call stuff too... thankfully not to many of those once we get things straightend out...

    Sleep... its for everyone else but me... my left eye twitches is that normal?

    I think that no one is replying because there have been a couple discussions about it.

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: thirteentwenty
  • thirteentwenty
    In the place I work at, I get to do most of the work... unless of course its easy... then someone else will pick it up... YAY@!!!


    In reality, with us... who ever opens the ticket works it to the end, very rarely do we pass it on to another tech.

    If there are no calls everyone goes and address the monitoring issues (we're assigned to companies).

    OnSite Techs... we have none, we go out as needed (some clients have to pay for it some dont, depends on SLA)

    Internal tech... depending on the project, me for the most part... for the "futures" its someone else...

    Larger projects... I team up with our "Senior Engineer" to plan and deploy on those (server build outs/replacements)

    Afterhours... I do the after hours on call stuff too... thankfully not to many of those once we get things straightend out...

    Sleep... its for everyone else but me... my left eye twitches is that normal?

    I think that no one is replying because there have been a couple discussions about it.


    Thanks thirteentwenty, very good information. There have been other discussions about it? I did some quick looking through the forum but did not find any, do you have any examples or could you point me in the right direction for those? Thanks again!

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: scott.wilmesmeier
  • I'd hate to see what the Indians are complaining about.

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: j.lee@carceron.net
  • What are you using to manage tickets and workload? We have ConnectWise and I recommend you get some form of PSA software.

    All our tickets come into CW and we schedule the appropriate tech based on a number of factors. I manage the schedule as we are not large enough to have a dedicated dispatcher. In CW all the information you need is at hand and I can see all the different members schedules where ever they are. So if a customer calls while that tech is onsite i schedule it and within seconds it is in his calendar and on his phone or laptop. From there he has full access to the ticket and other information.

    If they are not onsite then it usually goes to our level 1 support unless it is a special customer in which case it goes directly to the preferred tech for that customer.

    If it is more of a software or application support then it may go to one of our software team instead. But all in CW.

    Connectwise, Kaseya, laptop, Mifi, skype and SIP phone is all they need to manage everything real time.

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: Mark Shehan
  • j.lee@carceron.net
    I'd hate to see what the Indians are complaining about.


    LOL I passed that one around the office...

    j.lee@carceron.net
    Thanks thirteentwenty, very good information. There have been other discussions about it? I did some quick looking through the forum but did not find any, do you have any examples or could you point me in the right direction for those? Thanks again!


    I don't recall exactly where they were, I seem to remember a couple of threads in the General Discussion area, and a few in here in regards to SLA where some people broke their methods into who did what.

    About Us:
    We're a small company taking care of ~1000 machines. We're (read: the techs) are trying to control how fast we grow as we don't want to be overwhelmed by too many big projects (we've done several wiring jobs and other things that generally arn't covered by our contracts). But our sales dept has different ideas (I'm sure we've all been there before).

    I've said it once and I'll say it again, the introduction of Kaseya and ConnectWise changed the way we do things, some things (read: a lot) have become more efficient, while others have stayed the same. The hardest part is rethinking our procedures. I can say that we do a lot more with 3 techs now than we did with 8 a few years ago. That being said, I will say this, our way may not be the best way, nor will it work for everyone else, I do take what is said here with great thought as it may help us in one form or another. Our theory, the rule of K.I.S.S.

    Good luck...

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: thirteentwenty