Remote Microsoft 365 Support Services for Microsoft Partner

06 March 2023

The Client

A leading South African MSP who catered to local African businesses and needed to quickly ramp up their support teams during Covid when they had a large influx of new clients.

The Need

The client wanted to ramp up their teams with a 24×5 support team with expert skills in Microsoft 365 quickly who have experience in Office apps, Windows Servers, Azure infrastructure monitoring, Exchange Online, Active Directory, SharePoint, Teams, and Admin Center management. The client was on a critical path to setup the team in less than 1 week.

The Challenge

The client wanted to have the resources to be interviewed, ramped up, and onboarded in 1 week. The client’s interview process was severely stringent and needed a deep understanding of business processes and support system understanding. Additionally, the client needed teams with experience in several technologies including Veeam, Jira, Datto, and Migration tools such as ShareGate and Mover. Further, the client was ISO 27001 certified and required their vendor to meet the requirements for their customer’s security.

Solution

Star Knowledge is a ISO 27001: 2013 certified organization with its expertise in setting up virtual teams with certified and highly experienced remote developers helped the company to build a team of full-time remote resources to support client’s 24×5 support requirements.

Star Knowledge organized resources for Microsoft technologies and quickly ramped up on additional technologies including JIRA and Datto and had the entire team onboard within 5 working days. This enabled the client to handle over 300 tickets a day with a seamless end-user experience including during off-working hours.

Further, Star Knowledge supported the client with a dedicated account manager that ensured the smooth cohesion of Star Knowledge’s remote team to blend in with the client’s team culture. Thus, Star Knowledge became an extended arm and the client was able to successfully set up their offshore development center within a very short period of time under the targeted budget.

Benefits Received