IT problems and glitches can be detrimental to any business, big or small. They could result in lost revenue, downtime, and frustrated customers. That’s why it is essential to find the right IT support company that can keep your systems running all the time optimally.

However, not all IT support companies are the right fit for every business size. Small businesses may not need the same level of support as larger organisations, and vice versa. Here are the questions you need to ask to find an IT support company that fits your business size.

1. What services does the IT support provider offer?

The type of IT support services you require will depend on the size and scope of your business. In terms of customer support, for example, small businesses may only need a basic help desk service, whereas larger companies may require a more comprehensive service.

When researching IT support providers, you should evaluate the level of support you require. List the IT issues you constantly run into, your ideal response and resolution time, and the IT services you need to keep your business operational. These criteria will help you narrow your search and find the right IT support partner. Common services you may need include:

  • Remote help desk – This service allows your IT provider to remotely access your computer systems, diagnose issues, and resolve them quickly.
  • On-site support – Ideal for businesses with multiple IT systems and complex networks. With on-site support, an IT technician can come to your office and troubleshoot any complex IT issues.
  • Network monitoring – IT support providers proactively monitor your network infrastructure to keep it running smoothly. The size of your network will determine how much monitoring is necessary. You may require more frequent monitoring if your network is large and complex.
  • Data backup – Providers back up and restore your data in a secure location in case of data theft or loss. Large companies spanning multiple locations may need a more customised cloud backup system instead of your run-of-the-mill local backup data centre.
  • Cybersecurity – This service focuses on preventing and responding to cyber threats. Companies that store and manage highly sensitive assets may want to pay a premium for specialised security services.

2. Do they have the right experience and qualifications?

Whatever services you’re looking for, the IT support company you choose must have the qualifications to do the job. For example, if most of your infrastructure relies on Microsoft products, look for a Microsoft Certified Partner or IT support provider with experience in managing and maintaining Microsoft products. Luckily, most IT support companies list their certifications, vendors, and business partners on their websites, so you can quickly assess their technical capabilities.

Another important consideration is the IT support provider’s experience working with clients in similar industries. Different sectors have unique requirements, so some IT support providers are better suited to certain areas than others. If an IT provider’s existing client list only consists of large healthcare corporations, for instance, they’re probably ill-suited to serve a medium-sized field service business. That’s why you should ask your chosen IT support company to provide references from clients in similar sectors before you partner with them.

3. Can their team handle your company’s size?

The larger your company, the more complex it’s IT infrastructure and the more support personnel you’ll need. To ensure that your IT provider can handle the size of your business, inquire about their team and the number of people they can assign to your case. Generally, one IT support technician can service 50–100 devices, assuming they have the right experience and qualifications. The number of technicians you’ll need can differ if your company has multiple locations, requires round-the-clock coverage, or has many users.

4. Do their prices align with your budget?

The right IT support service for your company’s size ultimately boils down to how much you can afford to spend. When assessing your IT budget, you should consider how often you run into technical issues and how much value a fully operational system brings to your business.

Once you’ve set a budget, ensure the pricing works for you. Get a quote from each IT support company you’re considering, compare the prices, and determine which one will yield the most value for your money. Keep in mind that the lowest price isn’t always the best option. Quality of service, reputation and the services they offer are all important factors to consider.

Pricing models may also differ between IT support companies. Some IT providers charge hourly rates for break/fix services, which is particularly risky for businesses since it can lead to unforeseen costs. A more cost-effective option is to partner with a managed services provider (MSP) that offers flat-rate IT support services. These services are typically billed on the number of users and/or devices that require support but are far more predictable to budget for.

If you’re looking for an IT support provider that can cater to your company’s needs, start with Empower IT. As one of Australia’s leading MSPs, we’ve supported countless businesses from different industries and of various sizes. Contact us now to see if we’re the right fit.


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