It’s important to understand that there are different options when it comes to employing a technical support team, whether internal or external to the company. Whilst there are industry commonalities between companies in the field, each company is unique in their technology stack, their processes, their goals, and the way they choose to engage with their staff and clients.
As a blanket rule, majority of companies with 5 to 10 staff, depending on the industry and company structure, could comfortably operate with 1 internal technical support officer. Generally, the tasks of this person would be setting up new staff hardware and software and resolving technical issues that arise. What you receive in whole for hiring an internal technical support officer is dependent on their current skill level, protentional extra utility, and if they are willing to continually upskill.
Breaking IT down
If you allocate a budget of approximately $45,000 plus super and other entitlements per annum; this could land you with a level 1 technical support officer. However, if you’re located in a capital city, such as Brisbane or Sydney, this wage could be about $10,000 + higher.
If the company has 15 – 30 staff then it may require 2 technical support officers, in which the total wages would double.
Whilst level 1 technical support staff can handle most the day’s basic IT requirements, they may be unable to provide strategic advice for company-wide technology utilization or the overall technology footprint as they simply might not have had experience or exposure.
Your company needs technical people who provide you with recommendations on best-fit security practices and products custom to your company: how to manage and store company data, where there may be bottlenecks in the network that may be slowing your teams devices and systems down, how to remain compliant with technology, what best practices are for my company, where does it make sense to automate, how do I secure my remote staff, how do we protect ourselves from cyber hackers, etc.
Internal technical support staff will also not come with vendor to vendor partnerships. For example, Levit8 are vendor partners with the world’s largest cyber security anti-virus provider whose products comes with built-in artificial intelligence to detect malicious activity. This company has never been breached and has assisted in uncovering some of the world’s largest cyber-attacks, such as the Hilary Clinton email breach. This is one example, from a long list of expert vendors in the technology space, that Levit8 has extensively reviewed to provide our clients with the best security and operational software.
There will come a time to review your current technology setup and consider the future projection of your company. It is highly recommended at this point to consider contracting an external Managed IT Service Provider (MSP). MSPs come with experience, vendor partnerships, processes, security protocols, service level response times, strategic technology advice, and more. Moreover, the cost to contract an MSP is usually half the cost in comparison to hiring an internal IT department.
When you’re in the market to review IT proposals from several MSPs, we recommend downloading our E-Book, “How to Compare IT Proposals”, which will help you uncover what an IT provider is really offering for your company.
Our mission is to help Australian companies achieve their growth strategy with strategic technology advice tailored to their company requirements.
Levit8 sit alongside our clients’ executive teams to provide our professional advice and execute the projects that are given green lights.
We deliver Managed IT support and strategic IT solutions driven by passion, integrity, accountability, collaboration, and honesty.
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