Remote IT support for an MSP based in Northern Michigan, USA
Velan Remote IT Support worked as an extension of their internal team, providing reliable helpdesk support to manage increasing ticket volume and client environments while maintaining SLA response and resolution targets.
Talk to an MSP SpecialistHelp Desk Services We Offered for Northern Michigan MSP
US Shift-Based Remote Helpdesk Support
Velan Remote IT Support provided trusted help desk support services to a US-based MSP, helping to manage its client environments and handle support tickets efficiently. With our team as part of their support desk, the MSP could reduce its managed IT workload by 50%.
Northern Michigan-Based MSP With Ticket Management Issues
Our client is a Northern Michigan-based managed service provider serving small and medium-sized businesses (10 to 250 users). The MSP was growing its client base quickly, which increased the workload on its in-house team. Also, the client lacked in-house engineers to manage all the support requests.
The client needed a reliable managed IT services partner to manage its cloud-based insurance platforms and disaster recovery capabilities and maintain secure access for remote and hybrid employees. We ensured high service quality and SLA standards.
The MSP’s Business Challenges
Support for MSP's technical team to handle managed IT tasks
Impressed with Velan’s 19 years of experience and portfolio, the client approached our team for IT support services. We became an extended part of their technical team, providing skilled remote engineers for L1, L2, and L3 support.
Infrastructure Management
We provide help desk assistance for
- Windows Server Administration
- Active Directory & Group Policy
- Hyper-V & VMware Support
- Microsoft 365 Administration
- Azure AD / Entra ID Management
- DNS, DHCP & File Server Administration
- VPN Configuration & Troubleshooting
Help Desk Services
We remotely handled user requests for
- Password resets
- New user onboarding/offboarding
- Email troubleshooting
- Outlook issues
- Printer support
- Network connectivity issues
- Software installation
- Remote desktop support
- Laptop and desktop troubleshooting
Cybersecurity Support
The security support services we assisted with
- Endpoint Detection & Response (EDR)
- Antivirus management
- Security monitoring
- Patch Management
- Microsoft Defender Administration
- Security Policy Enforcement
- MFA deployment
- User awareness support
- Vulnerability remediation
- Windows Servers
- Virtual Machines
- Network Switches
- Firewalls
- Backup Jobs
- Disk Space Monitoring
- Performance Monitoring
- Service Availability
- Critical Alert Management
Backup & Disaster Recovery
Our backup and DR support included:
- Backup verification
- Restore testing
- Disaster recovery planning
- Backup troubleshooting
- Cloud backup monitoring
- Documentation updates
Other Responsibilities
Business continuity strategy included:
- Client documentation preparation
- Escalation management
- Root Cause Analysis
- Preventive maintenance
- Performance optimization
Tools and Technologies We Used for Remote IT Help Desk Support
Scalable IT Operations With Faster Support
The MSP expanded its client base without adding local staff and improved infrastructure reliability and uptime, leading to greater customer satisfaction. We helped maintain SLA compliance, strengthen cybersecurity, and reduce operational costs through reliable remote technical support.
99.9%
Infrastructure availability
40%
Improved security incident response
30%
Reduced operational costs
50%
Reduced workload
35%
Lower ticket resolution time
99%+
SLA Compliance
< 15 Mins
First Response Time
95%+
Customer satisfaction
Need Additional Technical Capacity for Your MSP in the USA?
Extend your MSP's support team with experienced remote engineers from Velan Remote IT Support.
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Questions and Answers About Remote IT Support Services
