With service our key means for differentiating ourselves in this very competitive market the team at Backbone is our key asset and strength. The success that we have is measured by our low churn rate and the high proportion new clients that are referred to us by our existing client base. No matter how small or how large, whether they have been with Backbone for 6 years or 6 months, every client receives the same exceptional level of service and support. We aim to exceed your expectations on service and remain clear, concise and calm in pressurised situations.
Our team of engineers have over 120 years of 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.
Based on our experience of clients networks we have introduced a team structure for our technical team that has three key elements to it:
Server Engineers – these are our most technical engineers and they are responsible for delivering the highest level of technical support when it is required as well as setting standards. They tend to be office based although are involved in on site work when required as well as project planning and installations;
Field Engineers – these are the team of engineers who spend the majority of their time at client sites and are responsible for client’s day to day technical account management, undertaking maintenance visits, as well as reactive on site work when troubleshooting is required;
Support Desk Engineers – On the whole this team of engineers is based in our Network Operations Centre and deal with the day to day ad hoc issues that occur. They are a highly skilled team with excellent communication coupled with a broad range of technical knowledge that can handle the majority of issues that arise.
