MTM - Aware360v2 Remote Support enables customers to receive Remote Support for their Citrix and Microsoft environments

Expert remote helpdesk support from a recognized national leader in access and systems infrastructure design, deployment, and consulting.



Henry Jones, Technical Support at MTM, provides tier-one support for a customer from our Wilmington, DE Network Operations Center.  
MTM Technologies’ Remote Helpdesk Services provide Tier-one support for your companies’ end users, complementing your internal staff’s capabilities while offloading basic support issues to our highly trained and certified staff of technicians. Housed in our Wilmington Delaware operations center, our support staff provides telephone, email and remote control support for industry standard shrink wrapped applications, “how-to” questions, and hardware level issues. This service is available from 8AM to 8PM Eastern Time, Monday through Friday, providing normal business-hour coverage on a nationwide basis.

Service Components
  • Direct dial to Tier 1 ITILv3 Compliant Service Desk
  • Remote Control Support Available
  • Web based ticketing and tracking system, providing timely and efficient problem resolution
  • Provide root cause analysis and Resolution
Support Components Include:
  • Windows XP, Windows Vista
  • Microsoft Office 2003, 2008
  • Internet Explorer 6 Ox
  • Password Resets
  • Remote Connectivity
  • PDA / Blackberry / Smartphone Support
  • Hardware Support, including Network Printers
  • Logging of all customer contacts, problem types, and tracking of all incidents through resolution
  • Timely issue escalation by assigning an appropriate priority and call resolution target
  • Standardize and document processes and procedures (Twiki)
  • WAN/LAN Wireless connectivity support
  • 5-Day by 12-Hour Support Standard
  • 24x7x365 Support Available
In addition to Remote Helpdesk services, MTM is equipped to address a wide range of general IT remote support requirements. With remote support from MTM Technologies, your IT staff gains access to our certified experts, creating a virtual network of technical talent at all levels. MTM Technologies' remote support team is a virtual extension of your staff. And we help you consolidate all your support programs under one easily-managed contract that supports both systems and servers.
            

Aware360v2 Remote Support enables customers to receive Remote Support for their Citrix and Microsoft environments, from qualified and certified engineers. Download Now

Broad and Deep Expertise
Level 2, consultant-class staff, all with design, installation, and troubleshooting experience. Credentials include certifications from Citrix®, Microsoft®, Captaris®, RSA Security®, and many other vendors representing complex technologies

Help when you need it, where you need it
Efficient 7x24x365 access to certified consultants with a one-hour response time available

Secure, Web-enabled delivery
MTM Technologies’ remote support team gives you easy access to the best remote-access tools, featuring secure, encrypted, client-controlled sessions. We customize our access strategy to meet your internal security policy. Incident initiation and tracking is handled through an exclusive secure client portal.

Cost-effective support
Customer-driven service delivered through a fixed-cost unlimited-use program ensures and exceptional value, protects your IT budget from unplanned support expenses, and helps mitigate costly systems outages

On site options
Need on-site support? We’ll be there. Unlike most telephone support service, on-site services are available as necessary to resolve issues critical to your operators

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