Our team of engineers have over 120 years combined experience of managing networks and troubleshooting the inevitable ad hoc problems that occur from time to time. They are all trained and certified with the leading vendors and manufacturers such as Microsoft (MCSE), Cisco (CCNA), Fortinet, Checkpoint, Marshal and so on.

More importantly they have significant practical experience of working with the applications and hardware that we look at deploying in our solutions. With the continuing rapid pace of technical developments, we have a programme of continuous training. In recognition of this Backbone an accredited Investor in People.

Aside from sales, accounts, development & design and other back office functions, there are two key client facing teams looking after our clients:

Technical Account Managers – Clients are allocated a minimum of two appropriately trained and experienced engineers who will naturally have the most detailed understanding of their network. They are chosen from our team of technicians who either specialise in server or desktop support.  No matter what their speciality, they all spend a proportion of their time working remotely on the Support Desk and the remainder on client sites. 

This provides variety to the team and ensures that knowledge transfer is maximised.  The clients’ chosen technical account managers are responsible for undertaking maintenance visits and attending site should unscheduled call out’s be required. The concept behind having two technical account managers is to ensure there is a depth of understanding within Backbone and that the knowledge is spread.  Additionally, the engineers work on a “buddy buddy” basis, so it is more likely than not that one of them will be available to take a call at any given time.

Operations (Engagement) Account Management – in addition to the technical support, clients are also be allocated an Operations Account Manager who will not only manage issues that clients require help on but also assist with any commercial or strategic issues that may arise such as strategic IT budgeting and planning for the year(s) ahead.  The Operations team also act as a point of contact for engineer scheduling, project planning, and ordering of hardware and software.