IT support services that keeps your team productive.
Production-ready remote IT engineers who own your helpdesk, manage devices, and keep accounts, software, and access running smoothly across your team. Same timezone, ready to integrate in 7 to 10 business days.
Trusted by US-based teams · 120+ firms
— WHY OUTSOURCE IT SUPPORT
Three patterns we see over and over.
Your helpdesk is buried and tickets keep piling up
Employees lose hours waiting for password resets and access fixes. A dedicated IT engineer clears the queue and keeps it that way.
Onboarding and offboarding eat your week
Setting up a new hire takes a full day across accounts, devices, and SaaS. A remote IT engineer owns the process end to end.
Hiring IT staff in US is expensive and turnover is high
Mid-level US IT engineers run $75K+ and turn over fast. Nearshore gives you the coverage at the right cost with continuity.
— IT SUPPORT SOLUTIONS
Our IT support services
Our IT engineers integrate into your stack, follow your runbooks, and own the parts of IT operations your team doesn’t have time for.
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Helpdesk and ticket management
L1 and L2 support across email, chat, and ticket systems. Triage, troubleshooting, resolution, and escalation under your SLA in Zendesk, Freshservice, ServiceNow, or your tool.
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Endpoint and device management
Device provisioning, configuration, MDM administration, and security policy enforcement across macOS, Windows, and mobile in Jamf, Intune, Kandji, or your MDM.
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User access and identity management
Account creation, permissions, SSO setup, MFA enforcement, and lifecycle management in Okta, Microsoft Entra ID, Google Workspace, or your identity provider.
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Software and SaaS administration
License management, app deployment, integration setup, and admin tasks across the SaaS stack: Microsoft 365, Google Workspace, Slack, Zoom, and 50+ other tools.
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Network and infrastructure support
VPN setup, network troubleshooting, basic firewall management, cloud account administration, and monitoring across AWS, GCP, or Azure infrastructure.
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Onboarding and offboarding support
End-to-end IT setup for new hires (accounts, devices, software, access) and full teardown for departures (revoke access, recover devices, audit trail) under your security policy.
— IT SUPPORT TOOLS AND PLATFORMS
Software we use
React
Python
AWS
TypeScript
Node.js
Docker
PostgreSQL
GitHub
— IT SUPPORT TALENT PLACEMENT PROCESS
A better experience for growing companies.
We built this process specifically for architecture and engineering firms. No generic intake forms, no recruiter who doesn’t understand your industry.
Tell us what you need
We talk through your tools, ticket volume, the role scope, and the support tier you need.
We build your shortlist
You receive two to three vetted engineers screened for your stack, support tier, and communication style.
Interview and choose
Meet your candidates. Test their fit through a sample ticket scenario or walk them through your most common issues.
Seamless team integration
Your engineer gets access to your systems on day one. Our CS team checks in regularly to confirm the engagement is working.
— NEARSHORE IT SUPPORT ADVANTAGES
Why product teams choose BetterPros for IT support.
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Your talent, your management
Your engineer reports to your IT lead and works inside your runbooks and SLAs. You manage the work directly.
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Vetted for response, judgment, and user empathy
We screen for ticket resolution quality, troubleshooting logic, and communication, not just certifications on a resume.
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We handle contracts, payroll, and compliance
Zero legal exposure on your end. You manage the work, we handle everything else.
FAQs: know more about our IT support services
What support tiers do you cover?
We place L1 (basic ticket triage and common issues), L2 (deeper troubleshooting, device, and account work), and L3 (complex issues, infrastructure, and escalations). Most engagements involve L1 and L2 coverage with escalation paths to internal senior staff or specialists.
Do they work as part of our team or as an external vendor?
As part of your team. Your engineer reports to your IT lead, follows your runbooks, uses your tools, and operates inside your SLA. BetterPros is a staffing partner, not an outsourced helpdesk that delivers tickets independently.
Can they own onboarding and offboarding end to end?
Yes. Our engineers handle the full lifecycle: account provisioning, device prep and shipping coordination, SaaS access setup, security policy enforcement, training documentation, and teardown for departures with audit trails. Many clients hire specifically for this workload.
Can they support AEC firms with technical software environments?
Yes. We have engineers experienced supporting AEC firms with Autodesk software environments (Revit, AutoCAD, Civil 3D), high-performance workstations for BIM and rendering, Autodesk licensing administration, Bluebeam, BIM 360, and Autodesk Construction Cloud. If your firm runs technical software at scale, we match engineers with relevant context.
Can they cover after-hours or 24/7 support?
Yes, depending on team structure. For 24/7 coverage, most clients place two or three engineers across shifts. For business-hours-only support, one engineer in same-timezone alignment is usually enough. We help you scope the right structure during the initial call.
Can they manage our MDM, identity provider, and SaaS admin?
Yes. Our engineers administer Okta, Microsoft Entra ID, Google Workspace, Jamf, Intune, Microsoft 365, and the broader SaaS stack. For specialized platforms not on our standard list, we confirm fluency during screening.
Can they support MSPs delivering services to clients?
Yes. We place engineers for MSPs running multi-client environments under their brand: white-label helpdesk, L1/L2 coverage for end customers, ticket queue management, and runbook execution. We match engineers with MSP-specific experience when relevant.
How is data security and access handled?
Your engineer accesses your systems through your standard provisioning: MFA, role-based permissions, and approved devices. BetterPros does not store your data or systems credentials on our infrastructure. For SOC 2, HIPAA, or other compliance requirements, we confirm device and access setup during onboarding.
What if the engineer isn't the right fit?
We replace them at no additional cost. IT support fit is specific: your tools, your tier, your SLAs, your team’s communication. If the match isn’t right after onboarding, we find someone who fits better.
— START HIRING VETTED IT SUPPORT ENGINEERS
Ready to clear your IT backlog?
Tell us about your tools, your ticket volume, and the role you’re looking to fill. We’ll have a shortlist of vetted remote IT engineers in front of you within 7 to 10 business days.
- REPLACEMENT GUARANTEE
- NDA + IP ASSIGMENT
- EMPLOYER OF RECORD