IT Support Engineers

Managed IT Support Services

Reduce IT support costs, increase user loyalty, and safeguard stable system performance with our team of
experienced IT support engineers

VALUE WE DELIVER WITH IT SUPPORT SERVICES

Girl’s profile in a social app
Mikz

Turn-key product support with 24/7 live chat and max. 2 minutes response time

Sigma Software delivers 1-3 line remote IT support & maintenance services

Cybersecurity lock
clean.io

Halving release management efforts of product team through process optimization

End-to-end process & flows establishment, legacy support systems replacement

Aircraft wing
SAS

Support & maintenance of an enterprise solution uniting 10 cost management systems

We halved IT costs in 3 years and now provide ongoing 2nd & 3rd line support

Smart City
Telematics Wireless Logo

Assessment, configuration & optimization of the end-to-end support processes

Software systems selection & roll-out, processes and documentation establishment

Slot machine
Dice

L3 support incl. games customizations according to the end-customers’ requirements

We do requirements management, documentation & game configuration

2nd line support engineer is working on her laptop
IT TAKES US ONLY
10 Days

to Launch Turn-key Support for You

AVAILABLE
24/7

to Support Your Users Anytime

FIRST REACTION IN
< 1 MINUTE

After Issue Submission

IT SUPPORT WITH SIGMA SOFTWARE

TURN-KEY SUPPORT SERVICES

Enjoy peace of mind with a top-tier SLA-based support tailored to your needs.

We carefully track all KPIs and optimize processes to supply excellent service.

FLEXIBLE PACKAGES AND SCOPE

Choose from existing service packages or a custom offer tailored to your needs.

We offer packages for different workloads, processes setup & full-cycle support.

EASY AND FAST START

Get the support service launched in only 10 days with minimum effort on your end.

Our team will take care of all arrangements according to the ITIL best practices.

DEVELOPMENT CENTER BACKING

Get development support to create permanent solutions to issues from rare curing.

Our support team is backed by 1,300+ IT experts who can help with fixes & advice.

Chat with a customer support engineer
LEARN HOW OUR TEAM WOULD SOLVE YOUR BUSINESS PROBLEM

REMOTE IT SUPPORT & IT HELPDESK OUTSOURCING

MANAGED 1&2ND LINE SUPPORT

You can get outsourced IT support services delivered on a turn-key basis or covering only the areas you need and fitting into your existing process. As an IT support provider, we treat every user as a single baby making sure every ticket is processed fast and to a good quality.

The team pays much attention to process & workflow optimization, knowledge base creation and management, as well as advanced training of our L1 and L2 engineers.

PEAK RESOURCES & SUPPORT TEAM EXTENSION

Apart from providing IT support-managed services, we also help our customers extend their existing teams with IT support engineers either on a long-term basis or as peak resources. Our experts easily merge into customers’ organizations and are actively involved in incident solving, troubleshooting, extended analytics and reporting, workflow and processes development.

Headset

Related Cases

L2 support for an automotive giant’s workshops worldwide (18/5 service coverage)

Our team monthly processed 2,500 requests with 45 min. average case handling time and 97% quality rate. Through the collaboration period we reduced case handling costs by 3x.

1st line customer support with 24/7 availability for an influencer marketing platform

Live-chat support guiding end-users through the platform’s functionality, answering possible questions, registering identified issues & keeping users updated on the resolution process.

Extending logistics service provider’s team with 2nd line support engineer overnight

Following an urgent request, our expert went through fast onboarding and joined customer’s L2 support team to monitor the Logistics platform and assist the system operators.

L2 support for an intellectual property services provider active in 41 countries

We support end-users working with customer’s platforms through granting access rights, implementing changes & creating reports, which cannot be done through admin interface.

L3 SUPPORT & APPLICATION MANAGEMENT

3RD LINE SUPPORT & MAINTENANCE

Maximize your IT systems efficiency along with minimizing costs and potential issues with efficient support. Sigma Software 3rd line engineers and maintenance experts help customers reduce software systems’ TCO and ensure minimal downtime, excellent performance, and availability.

We deliver adaptive, corrective, perfective, and preventive maintenance as well as systems upgrades, migration, enhancement, re-engineering, etc. to optimize your software systems landscape and make sure your IT ecosystem runs smoothly, reliably, and in a cost-efficient way.

APPLICATION MANAGEMENT SERVICES

Safeguard your applications’ availability, security, and smooth operations with our transperant turn-key services including application monitoring, performance management & enhancement, release management, incident and patch management, and many more.

Puzzle

Related Cases

Ongoing support & maintenance of 20+ software systems for a legal firms’ conglomerate

We provide corrective, adaptive, and preventive maintenance, operations support and improvements along with gradual replacement of outdated systems with a modern custom platform.

Taking over support & maintenance of the innovative legal documents processing service

We set up system monitoring, server administration & troubleshooting, moved to unified tracking system (cloud Jira stack), optimized flows, and continue with maintenance services.

Extending customer’s team focused on support and maintenance of the global vod platform

We have been delivering platform maintenance, adaptation & improvement for over 7 years with a major focus on content management tools, user management, and subscription services.

IT SUPPORT CONSULTING & PROCESSES SETUP

IT SUPPORT SYSTEMS & PROCESSES SETUP

Sigma Software team can help you define & optimize IT support processes, create IT Support knowledge base (incl. FAQ, check-lists, etc.), choose the best-fit support systems combination and tailor it to your needs.

Moreover, our experts can automate your support processes through chatbots and add AI-enabled algorithms for smart tickets allocation.

WORKFLOW CREATION & OPTIMIZATION

Support team can create the workflow from scratch or perform workflow optimization for existing systems to reduce costs and increase work efficiency.

One of the vital moments in any cooperation is to know point of contacts, critical paths of problem-solving process. Driven by ITIL framework standards, we create a complete service chain considering your project’s specifics.

Gear wheels

Related Cases

Helped our client to set up an end-to-end support system for a smart city product

The team has designed support processes & flows and launched IT systems for end-to-end process automation (customer portal, ticket tracking system & knowledge database).

Airport website monitoring system implementation & support processes adjustment

We assessed the existing environment and integrated a web-monitoring tool with automated notifications to safeguard immediate reaction from the client’s support team to possible issues.

Development of a smart support ticket routing module for a customer in telecom

AI-enabled models automatically extract data from a ticket, define the problem area & severity, and return suggestions on issue routing and engineers who can cope with the task.

Man outlining app support setup on the whiteboard

HOW TURN-KEY IT SUPPORT WORKS

We believe that IT support & maintenance bring the most value when tailored to your business needs. So, we start with the analysis phase, which usually takes about 3-5 days as we have done much homework to speed up the process.
At this stage we:
  • Analyze your needs, goals, existing process & limitations
  • Elaborate & document the requirements
  • Offer structured choices of what we can do for you
As soon as the solutions have been agreed, we move on to the implementation part. At this stage, we make all necessary arrangements to launch the service according to the agreed scope. This takes up to 10 days on the average.
At this stage we:
  • Train consultants to work on the project
  • Update your service infrastructure, embed tracking systems and tools
  • Test the solution
Once the whole process, systems & tools are ready and tested, the actual support begins. During the operations, we focus on two aspects – stable & high-quality service delivery, and thorough KPI monitoring & improvements.
At this stage we:
  • Provide services within the agreed scope
  • Monitor KPIs & provide you with regular reports and analytics
  • Continuously work on service improvement & optimization

OUR CRAFT

Incident management

Incident management ticket

Incident management process aims to restore a normal service operation rapidly enough to minimize the impact on business operations. Our system support engineers at all lines are focused on ensuring that we maintain the highest level of service quality and availability.

We Do:

  • Turn-key Support services at 1st, 2nd, and 3rd lines
  • Deep and precise investigation of every received incident
  • Project team education according to your domain requirements & standards
  • Tracking system setup to streamline app support services
  • Ongoing service quality and customers satisfaction monitoring
System health monitoring dashboard

System Health Monitoring helps safeguard system uptime & identify potential issues before they become a threat to your business. It helps take the guesswork out of troubleshooting & diagnosing potential issues and lessens the burden on the IT staff. Our 3rd line support engineers can help you choose, set up, and continuously operate system health monitoring systems and tools.

We Do:

  • Efficient monitoring and log management systems implementation
  • Setup & customizations for system data monitoring (e.g. system reports tracking) and incidents notifications
  • Troubleshooting errors occurred to prevent servers fall
  • Improvement actions to automate routine tasks, fix bugs, or to deploy new technologies & infrastructure
Revenue growth graph

We believe that there is room for improvement in every project and strive to maximize the value you get with our services. Continuous improvement we bring into each assignment includes processes & workflows optimization, routine tasks automation, and IT systems landscape fine-tuning and modernization.

We Do:

  • Continuous KPI monitoring to keep efficiency of our operations under control
  • Deep workflow analysis & optimization to find optimal scenarios and areas for automation
  • Postmortem incident analysis to identify the most common ones and find permanent solutions to them
  • Project knowledge base management, extension & optimization
DevOps-like image as an illustration of app management

Minimal downtime, 24/7 availability, competitive edge, and high performance of IT systems are essential for businesses to thrive in the modern world. Our software maintenance services are designed to take the maintenance headaches off your IT department and make your IT ecosystem scalable, cost-efficient, and up-to-date.

We Do:

  • App lifecycle management including release & patch management, etc.
  • Corrective & preventive maintenance to rectify potential or identified issues
  • Adaptive & perfective maintenance to keep your IT systems up-to-date, improve their performance, availability, and maintainability
IT support tools background

SYSTEMS AND TOOLS WE WORK WITH

ServiceNow
Zendesk
Siebel CRM
Zabbix
Azure DevOps
Salesforce
Attlassian products
Ansible
Nagios
Git
Bitbucket
Jenkins
Intercom
PostgreSQL
MySQL
Snow-covered mountains

OUR RTP PHILOSOPHY IN IT SUPPORT

RELIABILITY

  • Well defined service processes with a special focus on planning and delivery control
  • Refined HR processes aimed to safeguard sustainable and uninterrupted service delivery
  • Robust quality control with a range of KPIs to track delivery quality and efficiency

TRANSPARENCY

  • Regular and detailed reporting on different management levels (weekly, monthly, etc.)
  • Clear, predictable, and consistent billing accompanied with detailed expenditure reports
  • Extensive use of task & project management systems like Jira, Confluence, Azure DevOps

PARTNERSHIP

  • Focus on delivering business value instead of just performing the tasks assigned
  • Working processes tailored for synergy with customer organization and business ways
  • Constant strive for optimization, better performance, and collaboration efficiency
IT support contract negotiation
LET US DISCUSS HOW OUR TEAM CAN CONTRIBUTE TO YOUR SUCCESS

Our Offices

Shoham, Israel

Sigma Software Inc.
Kaner International, Mark Kaner
Mitzpe 28, Shoham, Israel

+972506240977 mark.kaner@sigma.software
Contact us
Montréal, Canada

Sigma Software, Montréal office
2500-1100 boul. René-Lévesque O, Montréal (Québec) H3B5C9 Canada

+1-443-992-6524 info@sigma.software
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Melbourne, Australia

Sigma Software, Australia Office
Level 1, 3 Wellington Street, St Kilda, Victoria 3182, Australia

info@sigma.software
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Macclesfield, UK

Sigma Consulting Solutions Ltd.
The Ropewalks, Newton Street, Macclesfield, Cheshire SK11 6QJ, UK

+44 (1625) 427–718 ukinfo@sigma.se
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Linz, Austria

EDV Consulting Bureau, Dr. Vassili Kravtchenko-Berejnoi
Kopernikusstrasse 22, EDV Consulting Bureau, Linz A-4020, Austria

+43 (0) 664 22 11 064 austria@sigma.software
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Gothenburg, Sweden

Sigma Sweden Software AB
Lindholmspiren 9, Gothenburg 5 417 56, Sweden

+46 70 600 42 49 info@sigma.software
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Stockholm, Sweden

Sigma Sweden Software AB
Alsnögatan 7, Stockholm 116 41, Sweden

+46 70 600 42 49 info@sigma.software
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Malmö, Sweden

Sigma Sweden Software AB
Dockplatsen 1, Malmö 211 19 , Sweden

+46 70 600 42 49 info@sigma.software
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Los Angeles, USA

Sigma Software Inc.
410 N La Cienega, West Hollywood, CA 90048, USA

+1 (646) 628–5401 alexey.stoletny@sigma.software
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Bellevue, USA

Sigma Software Inc.
10400 NE 4th St., Suite 500, Bellevue, WA 98004, USA

+1 (646) 628–5401 alexey.stoletny@sigma.software
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New York, USA

Sigma Software Inc.
900 3rd Ave, 29th Floor, New York NY 10022, USA

+1 (646) 628–5401 alexey.stoletny@sigma.software
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San Jose, USA

Sigma Software Inc.
1484 Saratoga Ave, Saratoga, San Jose, CA 95070-3612, USA

+1 (415) 449–4720 alexey.stoletny@sigma.software
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Warsaw, Poland

Sigma Software, Poland Office
Chmielna Str., 134, room 301, Warsaw 00-805, Poland

+48 (22) 307-3355 info@sigma.software
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Dnipro, Ukraine

Sigma Software, Dnipro Office
53 Sicheslavska Naberezhna Street, Dnipro 49000, Ukraine

+380 (57) 766–0159 info@sigma.software
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Sumy, Ukraine

Sigma Software, Sumy Office
13a Voskresenska Str., Sumy 40000, Ukraine

+380 (67) 547–5659 info@sigma.software
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Vinnytsia, Ukraine

Sigma Software, Vinnytsia Office
14 Kyivs'ka Str., Vinnytsia 21000, Ukraine

+380 (67) 742-0629 info@sigma.software
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Odesa, Ukraine

Sigma Software, South Office
7 Lekha Kachynskoho Str., BC Hitech Park Odessa 3rd floor, Odesa 65026, Ukraine

+380 (48) 737–5023 odesa@sigma.software
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Lviv, Ukraine

Sigma Software, Lviv Office
7d Naukova Str., BC Optima Plaza 4th floor, Lviv, 79060, Ukraine

+380 (67) 742-06-29 info@sigma.software
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Kyiv, Ukraine

Sigma Software, Kyiv Office
58 Yaroslavska Str., BC Astarta, 7th floor, Kyiv, Ukraine

+380 (67) 547–5659 info@sigma.software
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Kharkiv, Ukraine

Sigma Software, Corporate Headquarters
Akademika Proskury St, 1, Kharkiv, Kharkivs'ka oblast, Ukraine, 61000

+380 (57) 766–0159 info@sigma.software
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