Our typical areas of Technical Support include desktop and laptop hardware and software, PDAs, email, MS Office applications, user administration, networking, remote access, commercial business applications, and custom enterprise systems.
b-i's Technical Support staff typically work on-site at a client.
Our Systems Integration skills span three disciplines:
helpdesk operations - b-i Helpdesk Specialists support end users of business applications and networks, operating our clients' day-to-day IT helpdesk operations. Helpdesk Specialists respond to telephone, email, and online "trouble ticket" requests from users with computing problems, and provide prompt, courteous assistance in solving those problems. b-i works with our clients to define clear service level agreements (SLAs) that define our Helpdesk Specialists' roles and responsibilities, and we also assist in determining strategic areas where helpdesk operations can be improved over the long-term. b-i Helpdesk Specialists usually work with a client's existing helpdesk management software. If a client does not have a helpdesk management system, we can either install a suitable system or provide a 100% outsourced ASP-style solution. The vast majority of b-i's Helpdesk Specialists hold expert-level systems administration certifications from Novell, Microsoft, and/or Sun. All of b-i's Helpdesk Specialists are at least bi-lingual, including fluency in English.
technical training - b-i Technical Trainers provide classroom and one-on-one training of our clients' employees in the use of business applications and enterprise systems. For example, when b-i delivers a new Web content management system to a client, a b-i Technical Trainer is responsible for producing training materials and teaching the end users of the system how to operate the software. Likewise, b-i Technical Trainers can help our clients' employees learn how to use mainstream desktop applications (such as Microsoft Office) or business applications (such as an SAP ERP applications). Most of b-i's Technical Trainers have extensive training experience, and most hold training accreditations from organizations such as Microsoft, Novell, Adobe, Lotus, and ITrain. All of b-i's Technical Trainers are at least bi-lingual, including fluency in English.
technical writing - Every business application or enterprise system requires clear, concise, and accurate technical documentation. This includes technical specifications, operations specifications, user manuals, and online help. As part of every solution, b-i Technical Writers prepare the documentation that will help end users and administrators operate the application or system. Our Technical Writers typically work with tools that include Macromedia DreamWeaver, Adobe FrameMaker, Microsoft HTMLHelp, Microsoft Word, and Sun Javadoc. b-i's Technical Writers hold academic credentials in Technical Writing, Professional Writing, or Business Communications, and most additionally have hands-on technical backgrounds, such as programming experience. All of b-i's are either native English speakers or are multi-lingual, with fluency in English.
