Computer IT Network Services CT FL
Data Backup Recovery CT FL

Our Business IT, Networking, & Computer Support Blog

Stay up to date on the latest news and happenings

At some point in the life of every company or small business, someone has to ponder this question: Do we outsource our Information Technology support? Or should we just have someone from our team keep things running?

Well, it really isn’t a question of should a company have one or the other – only internal support or only external support. The fact is, no company should ever have just internal support in this day and age. So it’s really a question of whether to supplement the necessary external support with internal support.

Here’s why this is true: Technology has gotten so complex and so broad over the last few years that no one person, or even a small group of people, can possibly have all the skills required to maintain today’s complex networks, all operating in an environment that is ever-changing and practically oozing with cyber-threats. The requirement for a sophisticated level of knowledge grows every day. This is where a small army of professional technicians, pooling their knowledge for the good of all, is required.


For three years running, The Network Support Company has been selected by Hearst Connecticut Newspapers as a Top Place to Work in Connecticut. This is a pretty special award, because it’s based solely on survey responses from employees. There are many reasons the people who work here think it’s a great place, but one of them is certainly the trust that exists between management and employees, and between managers, and between employees; the second is the level of transparency that comes with trust.


Before we can go much further, we’ll need to define both “trust” and “transparency” in the context of the workplace… and understand how they intertwine.


In the continuing quest to make IT support as proactive as it can be – working to stave off disaster before it strikes instead of just reacting to a crisis - one vital component is technology monitoring.

To be effective, an information technology system must provide information to users when they need it and how they need it. The challenge, of course, is that there are many factors that can render the technology less effective and reliable, slowing it down or stopping it in its tracks, for example:

* Insufficient computer resources (e.g. the server runs out of space to hold all the information, or the network gets clogged with too much information)
* Equipment failure (e.g. a server’s hard drive failed, or a cable breaks)


As the leadership team of an Information Technology company, my managers and I could endeavor to get a fix on how our business is doing by looking at the usual metrics. Are we profitable? Is everyone busy and clocking billable hours? Are we innovating new products?

Do we measure those things? Sure. But, when it comes to really taking the pulse of how The Network Support Company is doing, we go straight to our clients and ask them. We’re not talking about tossing out a cursory “Is everything ok?” as we walk out the door. Instead, for the past 16 years, we have sent formal surveys to our clients – at first annually, and now quarterly -- about a variety of topics. Our surveys ask how friendly and courteous we are, how knowledgeable our technicians are, how responsive we are to their challenges and needs, whether they feel cared for, if our billing is accurate, and so on.

Why do we ask these sorts of questions, and not about whether they’re satisfied with their internet speed or their data recovery system? It’s simple. Even though we make our living as a technology company, we are first and foremost a customer service organization, and as such, how satisfied our clients are in our service will always be the most important metric we measure.


Growth Award is a TNSC Team Award by Jim Kennedy, CEO

Posted: September 11, 2015    

The Network Support Company family is celebrating a significant “win” this month, having just been named by the Connecticut Technology Council and Marcum LLP to the 2015 Marcum Tech Top 40 list of the fastest growing technology companies across the state. Finalists are private and public companies across six industry sectors with at least $3 million in annual revenue and a demonstrated record of growth in each of the preceding four years.

We’re honored to have been chosen – but not only because of the fact that we’re growing as a business and bringing in revenue. We’re honored because this is another strong indication that the work we’ve done to develop and cultivate a compassionate, loving, forgiving, family-centered corporate culture is indeed working. We firmly believe that when a workforce feels valued, appreciated and cared for – as opposed to a cog in a succeed-at-all-costs wheel - both managers and employees are highly engaged in their jobs, and that means they churn out a high level of excellent work. And THAT is what translates into an increase in revenue. So, truly, this is an honor that belongs to each and every person on TNSC team.

Top workplaces award


Imagine a workplace where employees are encouraged to approach their fellow team members and tell them about some of the good, and the not so good things that they do, and perhaps things that they don’t even realize they are doing.

Someone might learn that her body language broadcasts the disdain she’s likely feeling. Someone else might hear that he or she is closed off to new ideas, and crush innovative thinking. Another might discover that he’s a doormat and needs to be more assertive.

Sound like the stuff of nightmares? It could be, but here at The Network Support Company we are passionate about developing our employees to be the best version of themselves. It is a safe assumption that personal issues that negatively affect a person and their co-workers at work also negatively impact their lives outside of work. By helping employees identify areas for growth, we are not only improving our work environment and performance but also helping them in other parts of their lives. This radical approach to transparency and behavior modification is not without risk but it works because of a - few vital and overarching truths:


Back about a decade ago, I often found myself relating to the Wizard of Oz when it came to resolving issues that plagued the operating system of the day, Windows XP and Server2003. Even though technology had come a long way from the good old days of DOS and Windows 3.1, it was still pretty easy to troubleshoot problems on XP and Server2003. The general public, however, generally had very little technical knowledge, so they saw me as a Techno-Genius. A wizard. In reality, though, when users applauded me for “getting it working again” I knew I was just the man behind the curtain, pulling a couple of levers and pushing a few buttons. Truth be told, business systems back then were pretty simple if you understood the foundation of how they worked; the rest was just finding the right levers and buttons.

Fast forward to today, where business systems are much more intuitive, complex, and vital to everyday living and, especially, to businesses. At the same time, users have evolved, too, and, in addition to possessing customized smart phones and tablets, they also possess a higher level of understanding of what technology is capable of doing. Because they understand more, they expect more.

It’s quite clear: the unparalleled speed with which technology has progressed in just ten years presents both challenges and opportunities for IT companies. Let’s explore this.


Most businesses wage a constant battle against both time and space. There’s never enough time to DO everything and there’s never enough places to PUT everything. Especially when it comes to the forest of paperwork in any accounting department.

At The Network Support Company, we’ve transitioned from 40 file cabinets to a grand total of one in just a few months’ time, by scanning and electronically saving all of our vendor invoices and original documents. In the process, we’ve created less work, more space, reduced our accounting department staffing, AND we’ve helped the environment by going green/paperless.

We’re bringing awareness to this today because it’s entirely possible – probable, even – that smaller companies just aren’t aware of how easy and simple it is to implement the transition to paperless. There are a myriad of excellent programs on the market; virtually any company can find one that serves its specific needs. Not even sure what you might require, or how to start the process? This is something that TNSC can easily do for our customers.


When it comes to the way we service our Managed Service customers, The Network Support Company talks a lot about documentation. So we wanted to explore that a little more deeply and talk about why it is so important.

If everyone used the same model computer with the same applications and the same versions of those applications, and the same network equipment, and the same printers and the same mobile devices, all configured the same way, and if every user of computers was exactly the same and used the equipment in exactly the same way, then documentation would not be very important. But things are not all the same and, in fact, there are an infinite number of combinations of these items with each variation, creating unique inter-dependencies that require different approaches.

For some companies a malfunctioning printer evokes a yawn, at others, it’s a reason to panic. Some computer users want their applications to behave one way and others another way. Some clients like to be called by their first names and others by their last. Some companies just want their computers to work and don’t care what it costs; others want to do as much as they can by themselves to save money. Some companies have 15 different types of workstation setups and others just a few – but in all cases the expectation is that, when a computer gets replaced, it works flawlessly with every application configured perfectly.


All it takes is one grouchy employee to inject bad mojo into your otherwise good day. And provide a stunning lesson in how NOT to serve your customers.

It was a gorgeous sunny morning when I dropped my car off, like many times before, to get the oil changed and tires rotated. The service technician who was at the desk barely grunted to acknowledge my presence, and it didn’t get any better from there. He was surly and made me feel like I was intruding on him as he stewed in his bad mood. And he did absolutely nothing to show that he appreciated my business.

To be honest, I wanted to take my car keys back. Did I really want this cranky guy working on my car? Would whatever was causing his sour disposition distract him from tightening the bolts on my tires, or using the right kind of oil in my engine? Was I confident in the job he would do?