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Backbone’s culture of absolute professionalism is inspired by our founder and managing director, Mike Wills. Working alongside him, our COO, Mark Struthers has a team of over twenty staff with 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 & CCIE), Fortinet, Checkpoint, Marshal and so on.

More importantly they have significant practical experience of working with the applications and hardware that we deploy in our solutions. With the continuing rapid pace of technical developments, we pride ourselves in delivering incessant training programs to ensure they are always one step ahead of their game. We are please to boast in recognition of this, Backbone has been an accredited Investor in People since 2005.

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

Technical Account Managers – Clients with onsite support requirements 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. Whilst most day to day scheduled maintenance is carried out remotely, the clients’ chosen technical account managers are responsible for undertaking site visits 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, customers are also allocated an telephone account manager responsible for managing issues that clients require help on and also assist with any commercial or strategic issues that may arise such as 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.

     
 
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