IT support & managed IT · Hamburg Ongoing IT support with a dedicated contact.
I look after the agreed parts of your IT environment for companies in Hamburg and handle support, maintenance and changes, either as your full IT support or alongside your in-house team. We define responsibilities, availability and billing before the work begins.
When IT is looked after on the side
Day-to-day business rarely leaves time for maintenance and documentation. I take these tasks on following an agreed routine and am your contact for questions and faults. Because I know your environment, I can build on earlier decisions and changes rather than starting from scratch with every ticket.
What ongoing support means
We agree which systems I look after, how requests are handled and which regular checks are included, security among them. In planning meetings we go through open items and upcoming changes.
What IT support covers.
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Helpdesk and support
Reachable for faults and questions, remotely and on site in and around Hamburg when needed.
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Monitoring and alerting
Monitoring of servers, network, devices and backups. Anything unusual raises an alert so that I can look into it early.
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Patch and update management
Keeping operating systems, applications and firmware current, under control and documented.
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Backup and recovery
Monitored backups for on-premises systems and Microsoft 365, optionally with a copy on my servers in German data centres and with restore tests.
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Endpoint and security operations
Ongoing support for Windows and macOS workstations: endpoint protection, firewall, device management, software deployment and security policies.
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Onboarding and offboarding
Accounts, devices, permissions and telephony for joiners and leavers, following a fixed process.
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Asset, licence and contract management
An overview of devices, software licences and mobile, landline and internet contracts, as a partner of Telekom, Vodafone and Telefónica. I regularly compare Microsoft 365 licences with actual usage so that no licences are paid for unused.
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Documentation and reporting
Up-to-date IT documentation you can access, with regular reports on incidents, updates and open items. Optionally also a monthly security report on your Microsoft 365 tenant, available in the customer portal.
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IT roadmap and support for in-house IT
A regular review of what comes next. For companies with their own IT: a second opinion, project support, cover during absences or specialist topics.
How support works
I usually bill support by the hour or as a monthly flat fee. My monitoring and maintenance system runs on every supported device, requests come in through a ticket system, and with some clients I am on site on fixed days. I keep devices and licences in asset management.
Documentation lives in BookStack or in a knowledge base running at the client’s own site, and you have access to it at any time. In regular planning meetings we discuss what comes next. There is cover for holidays and illness. My support relationships usually run for years; one agency, for example, I have supported since 2018. I currently look after 16 companies on an ongoing basis.
What reliable support is built on
Ongoing support starts with an inventory. To assess faults and plan changes, I need an overview of systems, credentials and dependencies. Emergency-only support without first taking over the environment is therefore not part of this service.
I recommend quarterly restore tests for backups. Their scope and timing are agreed separately, so it is clear from the start which checks are included and which are ordered in addition.
Tools for day-to-day operations.
Tools for operations, monitoring and documentation.
- Tactical RMM
- An open-source platform for remote support, monitoring, patch management and automation, self-hosted.
- Snipe-IT
- Open-source asset management for devices, licences and contracts.
- Sophos Central
- Central management of endpoint protection and firewalls, with alerting.
- Intune & Entra ID
- Device and identity management for Windows and macOS as part of day-to-day operation.
- BookStack
- Central, versioned documentation of your environment that you can access at any time.
- Zammad & Jira
- Ticket systems through which requests come in and are handled traceably.
How I take over an existing environment.
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01
Onboarding
Inventory, documentation, handover of credentials and open items.
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02
Stabilise
Bringing monitoring, updates, backups and security to a defined state.
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03
Operation
An ongoing service with agreed response times, fixed processes and reporting.
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04
Further development
A regular review: what should be modernised, what is coming up?
Questions about IT support.
Have a different question? Just write to me.
Yes. Scope and response times are set down in writing. The response time is the time to the first qualified response. I do not promise a blanket resolution time, because faults vary too much. I prioritise by urgency and work through a fault quickly and thoroughly.
I do. I know your environment from taking it over or from projects we have worked on together. There is cover for holidays and illness, and the documentation is available to you at any time.
Yes. I complement in-house IT on topics where there is no time or specialist knowledge to spare day to day, and I hand knowledge over rather than building dependency.
Usually by the hour or as a monthly flat fee, depending on what we agree. A block of hours is the exception. The record of work done is always there to check.
Documentation and credentials belong to you. When I take over from another provider, there is a planned handover of systems, credentials and open tasks. How such a change of provider runs as a project is described under projects.
Would you like to hand over your IT support?
Briefly tell me the size of your company, your key systems and what you need help with. In an introductory call we can work out what support could look like.