If there's something strange on your computer, who you gonna call? Right, tech support.
But what happens if you run a small business, your network crashes and you do not have a technical support department, or even a tech-savvy person on staff?
When something goes wrong with the computers or website at About Staffing Ltd., an employment agency with offices in Calgary and Edmonton, team leader Tricia Ham calls a Nerd, one of more than 500 independent information technology (IT) contractors associated with Nerds On Site Inc.
"We don't have the capacity or need for a full-time IT person, but when we have a technical problem we need it addressed quickly," Ms. Ham said.
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While she does not know who will show up, Ham gets service continuity because it's "still a Nerd" and each contractor can access information on issues that previous contractors have dealt with.
"For easy fixes, they even help over the phone," Ms. Ham said.
About Staffing pays for each visit, but the company is setting up a service contract. For a monthly fee, a Nerds On Site contractor will visit on a regular basis to do preventive maintenance and update applications and security patches.
Nerds On Site, based in London, Ont., is one of several companies offering branded IT support services to small and medium enterprises (SMEs) and consumers. Other companies include IQ Crew, a division of InterTan Inc., which is a subsidiary of Circuit City Stores Inc. based in Barrie, Ont.; Geek Squad, part of Future Shop, a division of Burnaby, B.C.-based Best Buy Canada Ltd., a wholly-owned subsidiary of Best Buy Co. Inc.; and EasyTechCare Inc. based in Toronto. Even Bell Canada, through its Bell Business Solutions division, is tapping into the market.
The need is there, said Michael Hyjek, research director with IDC Canada.
"In 2005, small businesses with up to 99 employees spent $135-million [Canadian] on hardware deployment and support in Canada," he said.
Michelle Warren, an IT industry analyst with Evan Research Corp., agrees.
"SMEs have become more tech savvy, but they still need someone to manage their IT infrastructure," she says.
"Just like there is value in having a good auto mechanic, you now need a good geek."
Traditionally, the SMEs relied on computer resellers — companies that sold and set up computers and networks. However, many SMEs now buy IT products and applications from "big box" stores, and they no longer have relationships with resellers. The big box stores have learned that they can add value by offering tech support, Ms. Warren said.
"The reseller got to know their customers one at a time, and through word of mouth," she said. "Franchises and big box brands use advertising and websites to build comfort with a larger audience."
Nerds On Site, a network of independent consultants, is adding more than 1,500 new clients each month in Canada, the United States, Mexico, Australia, Britain and South Africa, co-founder John Harbarenko said.
The consultants all attend "the University of Nerdology" to ensure they have the same competencies, and they are famous for driving red Volkswagens.
Since its inception, Nerds On Site has expanded from a technical support company to an IT maintenance, remote assistance (by phone or over the Internet), software development and Web hosting company.
The Geek Squad, working in Canada and the U.S., also has expanded beyond basic technical support. The company offers computer and network security and virus upgrades — services that have become increasingly important to SMEs as they have become increasingly dependent on technology.
IQ Crew, on the other hand, focuses more on the home office market, offering on-site computer and network support in greater Toronto and phone support across Canada. The company has also tapped into the growing need for technical assistance with home entertainment systems, said Stuart Stevens, director of technical services with InterTan.
"Due to the convergence of technology, home entertainment is frequently tied to computers connected to the Internet for the downloading of music to MP3 players, for instance. There can be some intimidation and confusion when consumers want to listen to music and find they have to know how to operate a computer and download from the Internet," he said.
The complexity of theatre-style home entertainment systems has led to installation, setup and support opportunities for IQ Crew.
"About 40 per cent of our work is audio-video. It's becoming complicated out there," Mr. Stevens added.
While Bell might be thought of as a telephone and Internet company by most SMEs, Bell Business Solutions is an SME IT company, said president Robert Courteau.
"People are looking towards a single supplier to help with IT. What they are seeking is the same reliability in IT as they get with dial tone," he said.
To ensure they have dial-tone reliability when it comes to IT, Mr. Courteau said SMEs need to have in place:
- Purchasing processes to ensure IT compatibility
- IT simplicity, including the integration of communications and IT
- On-demand expertise if systems fail
- Security and reliability to prevent, or recover from, disasters and to comply with customer privacy requirements
- Predicable monthly IT billing
Special to The Globe and Mail
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