Remote IT Support
Managed IT Support for your users and infrastructure – faster response times, reliable SLAs, and ISO 27001 compliance.
Tickets are piling up, the Service Desk is overwhelmed, and the person who should be focusing on strategy has been dealing with a password reset for the past two hours. This is exactly where CIIB IT Remote Support comes in. For IT managers in small and medium-sized businesses looking to relieve their internal IT teams, and for MSPs and system integrators seeking to flexibly expand their service offerings, we take over technical support for your users and infrastructure as a managed service, along with your processes and SLAs. You’re not hiring additional staff—you’re getting a clearly defined service package, from Level 1 Service Desk support to Level 3 projects, ISO 27001-certified and GDPR-compliant. A specialized IT team with industry expertise handles complex cases, escalations, and quality assurance. Take advantage of a 30-minute free initial consultation: we’ll analyze your specific support needs and show you the right service setup.
Level 1 – Service Desk
- IT hotline and ticket submission via phone, email, chat, and portal
- Ticket classification, prioritization, and accurate routing within your ticketing system
- User management for Microsoft 365, Windows 11, and VPN access
- Support for your users’ standard and industry-specific software
- Development and maintenance of your knowledge base and SLA monitoring
Users need quick, clear answers – not to be put on hold. We accept tickets through all channels, categorize them accurately, and resolve the majority of standard inquiries on the first contact. You benefit from faster resolution times on the first contact, fewer escalations to level 2 support, and an internal team that can once again focus on strategic issues.
Level 2 – Infrastructure & Cloud
- Incident, Change, and Problem Management in line with ITIL
- Administration of Windows Client and Windows Server
- Virtualization with VMware and Hyper-V, as well as Microsoft Azure
- Backup administration and Microsoft 365 tenant management
- Mehrsprachige Produktdaten (Deutsch, Englisch, Französisch, Italienisch + weitere Sprachen auf Anfrage)
Here, things get a bit more technical. We seamlessly take over server, network, and cloud issues that can’t be fully resolved at the first level and see the ticket through to completion. This gives you more stable systems, fewer unresolved tickets in the queue, and predictable processing even during peak periods.
Level 3 – IT projects
- Firewall, network configuration, and monitoring
- Server migrations on-premises and to Microsoft Azure
- Design and installation of complex server environments
- Multi-tier application operations and performance optimization
- Architecture reviews and specific optimization recommendationsst item
- Hands-on support and documentation after project completion
Complex IT projects require careful planning, seamless implementation, and ongoing support after go-live. We handle server migrations, cloud projects, and comprehensive IT solutions for small and medium-sized businesses – including hands-on support during the first few weeks after completion. This ensures predictable project timelines, reduced migration risks, and stable operations from day one.
Data Protection & Compliance
- ISO 27001-certified service environment
- Comprehensive TOMs, Data Processing Agreement (DPA), and EU Standard Contractual Clauses (SCC)
- Non-disclosure agreement (NDA) effective from day one
- Two-factor authentication and mandatory BitLocker encryption as part of the service
- Annual external audits and a documented access control policy
Data protection is not a given in IT outsourcing – but it is with us. The entire service operates in an ISO 27001-certified environment with documented technical and organizational measures. This means that DPA, TOMs, and SCCs are available for review by the data protection officer even before the contract is signed, enabling faster approval by the compliance team – without delays in the selection process and without discussions with the auditor.
Erfahre mehr über unsere Erfolgsgeschichten
More time for strategic IT – less day-to-day ticket management
Whether you’re an IT manager looking to lighten your internal team’s workload or an MSP looking to scale your service offerings, we provide IT support tailored to your setup. ISO 27001-certified, GDPR-compliant, and up and running in 2–4 weeks. Let’s spend 30 minutes figuring out exactly how this works for you.
