POD

POD Managed Team Support

Achieve Maximum Support Excellence Through Team Effort

At Infrassist, we recognize the challenges of balancing limited resources, talent scarcity, and time & budget constraints when it comes to hiring skilled engineers. We understand that it is not always feasible to invest into hiring, training, and managing technicians for each specific skill set.

We have a solution to this – POD Managed Team Support

POD Managed Team Support by Infrassist is a comprehensive IT support model tailored specifically for MSPs like yours.

With this model, you can get a team of multi-skilled techs that provides you with eusective IT support and enables you to scale and seize opportunities when you are ready to.

POD Managed Team Support approach eliminates the need to hire technicians for each specific skill set, eusectively addressing talent shortages and cost concerns simultaneously.

With POD, you no longer need to choose between basic L1 support and costly L2 expertise. We provide you with something in between – a highly skilled team who can perform beyond L1 duties without the expense of hiring an L2 engineer.

POD Team Support model gives you access to a team of skilled techs who can handle your Helpdesk, Server, and Network-related tasks so you do not need to onboard dedicated techs for each specific skill set.

POD L1 Support
Infrassist

L1 Engineer skillset

Plus
POD L2 Support
Infrassist

L2 Engineer skillset

Equal
POD L1 & L2 Support
Infrassist

top notch it support on a budget

MAXIMUM VALUE is pretty much the essence here.

Let’s talk support possibilities

POD Offer

Our POD Managed Team Support Model Offers A Solution That

  • Maximizes efficiency in IT support
  • Optimizes resource utilization
  • Eliminates resource management headaches
  • Eases the burden of hiring dedicated techs for specific skill sets
  • Enables business growth and scalability for MSPs

The Infrassist POD Team

Our Typical POD Team Includes

L1 Helpdesk Engineer

L1 Helpdesk Engineer (60% of tasks)

L2 Network & System Engineer

L2 Network Engineer and L2 System Engineer (40% of tasks)

Technical Account Manager

Technical Account Manager

Account Manager

Account Manager

Our POD Managed IT Team will work as an extension of your workforce, proactively improving your service delivery. It allows you to scale with confidence without compromising on expertise or budget

How Will Our L1 & L2 Help You?

How Will L1 Engineer Help You?

Level 1 Icon

Scope of Work:

(Good command of English language, interacts directly with customers, acknowledges their issues and create tickets for them)

  • First line support
  • Desktop & Application installation support
  • Fixing basic RMM alerts
  • Backup, MAV checks
  • Onboarding / Offoarding users as per SOPs
  • Active Directory, O365 User Administration

How Will L2 Engineer Help You?

Scope of Work:

(Seasoned and experienced technicians that analyse problems and offers solutions to issues that cannot be addressed by L1)

  • Advanced Desktop Support
  • Managing Escalations
  • Server administration
  • Firewall Management – Rule creation, SSL-VPN, Site2Site setup, Web filtering setup, etc.
  • Server security events related investigation.

Why POD Model Is The Right IT Support Choice?

POD support choice

With a combined expertise of L1 and L2 engineers, POD model offers well-rounded support that can effectively resolve a wide range of IT issues while ensuring proactive measures and much-needed peace of mind for you.

Allow our L1 and L2 techs to use their combined capabilities to provide you with thorough assistance and comprehensive IT support on a budget. Get maximum value and high-quality service tailored to your MSP’s needs without overspending.

Rest assured that when complexity arises, our experienced L2 engineers will have the skills and knowledge of the best practices to efficiently tackle the intricate technical challenges, ensuring uninterrupted operations for your clients.

Our proactive POD team will be committed to delivering prompt issue resolutions, minimizing disruptions for your clients. . Maintain your company’s productivity while giving your customers the seamless service they deserve.

While our POD team handles the technical operations tailored specifically to meet your demands, you can take charge and focus on business growth. Enjoy the freedom to grow and scale your business without compromising on service quality.

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Want to Join Forces With Infrassist?

    Why Infrassist?

    We're not just another provider, but an extension of your MSP journey. We are because you are – and that’s a fact. Our robust operational acumen, technical prowess, and unwavering focus on our PROCESSES, PEOPLE, & TECHNOLOGY converge with a singular purpose: to propel MSPs to success.

    Why Infrassist?

    BecauseWe Are Exclusively Committed to MSPs

    Your SUCCESS is the heartbeat of our approach. Let’s unlock new dimensions of operational excellence by harmonizing your objectives with our expertise. With Infrassist, your MSP ascension is not just a goal, but an assured outcome.

    Let’s set you up for Success

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    We know our stuff - and we let our results do the talking. Have a look at some of our case studies to see how we've made an impact across a diverse range of Managed IT & Professional Services projects. With our proven expertise, your next success could be right around the corner - whenever you're ready.

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      FAQs

      Frequently Asked Questions

      Got questions? We’ve got answers. Check out our FAQs to find out more about how we can help. And if you still need more info, just give us a shout!

      FAQs

      POD is a team support model by Infrassist designed specifically keeping the needs of SMB MSPs in mind. In POD, you get a team of L1 + L2 + Account Manager + Technical Account Manager.

      With POD, MSPs will no longer need to choose between L1 & L2 expertise or they will no longer need to pay for both. POD Team Support offers a team who can handle both L1 + L2 duties so that MSPs can ensure maximum resource utilization. Offering maximum support value to MSPs from their investment is pretty much the essence here without having to spend hefty.

      Refer ‘How Will Our L1 & L2 Help You?’ section to understand the capabilities of an L1 & L2.

      You can choose between 8-hour, 16-hour, and 24-hour support models. The role distribution of L1 & L2 will be 40 & 60 percent respectively.