Ocean Tech Support

What IT support services do you offer?

Ocean Tech Support provides a broad range of services. At a minimum we offer:

• Remote support – our technicians connect securely to your devices to diagnose and resolve problems without needing to be on‑site. Remote tools enable direct access, real‑time monitoring and secure file transfer across multiple platform

• On‑site helpdesk – when remote intervention isn’t enough (for example, hardware failures), we dispatch technicians to your premises. Traditional helpdesks also manage IT assets, maintain inventories and provide multi‑channel support

• Server and network maintenance – ongoing patching, monitoring and optimisation of servers, routers, switches and Wi‑Fi.

• Cyber‑security – endpoint protection, multi‑factor authentication, vulnerability assessments and security awareness training. Good remote support solutions include advanced security measures such as encryption to keep data safe

• Cloud & SaaS assistance – help with Office 365, G‑Suite, cloud backups and migration projects.

If you need something specific (for example, a new office network), just ask and we’ll tailor a package for you.

 

How do I know if my business needs IT support?

Many small businesses manage their own IT until the technology becomes too complex or time‑consuming. Some signs you may need professional help are:

• You lack in‑house IT expertise or can’t justify hiring a full‑time technician.

• Staff productivity is affected by recurring IT problems.

• You handle sensitive data and need security measures such as encryption and multi‑factor authentication.

• Your team works remotely or across multiple locations – remote support provides flexibility and can reduce travel.

• You want proactive monitoring to identify and resolve issues before they cause downtime

We can perform a complimentary assessment of your environment to identify any risks and recommend the appropriate level of support.

​

What does IT support cost?

Costs depend on the number of devices, the level of support you require and whether on‑site visits are needed. In general, remote support is more affordable because it eliminates travel time and expense and scales easily with your company size. However, on‑site helpdesk services may be more cost‑effective when complex hardware interventions are frequently required. We offer fixed‑price monthly plans and pay‑as‑you‑go options – contact us for a tailored quote.

​​

What are your support hours?

Our standard helpdesk operates Monday–Sunday, 7:00 AM – 7:00 PM (Sydney time). Remote support tools allow technicians to connect and resolve many issues quickly without waiting for the next business day. If your organisation needs guaranteed after‑hours coverage, please discuss our extended‑hours plans.

​

Do you offer remote support?

Yes. Remote support allows our technicians to securely access your device and perform real‑time diagnostics and repair. It is particularly useful for remote or hybrid work environments, where staff work from different locations; remote support keeps systems running smoothly regardless of employee location. For hardware‑related problems, we will arrange an on‑site visit.

​

How quickly do you respond to issues?

We triage support tickets based on severity. With remote support, we can often begin troubleshooting immediately because technicians don’t need to travel. Response times depend on your service plan; urgent issues can be addressed within minutes, while standard requests are typically handled within two hours.

​

Do you provide proactive monitoring and maintenance?

Yes. We use real‑time monitoring tools to identify and resolve problems before they cause disruption. This includes patch management, performance monitoring, hardware health checks and backup verification. Proactive maintenance reduces downtime and extends the life of your IT infrastructure.

​

Is your support available for remote or hybrid work environments?

Absolutely. Remote IT support is designed to be accessible anytime and anywhere. It is highly scalable and adapts to companies of any size, whether you’re a sole trader or a multinational organisation. We also support hybrid models that combine remote and on‑site services.

​

How do you protect my data when providing remote support?

We take security seriously. Our remote sessions use end‑to‑end encryption and multi‑factor authentication. We never access systems without your permission, and all sessions are logged for auditing. We also follow best practices for password management and data privacy.

​

What industries and sizes of businesses do you support?

We work with organisations across many sectors, including professional services, healthcare, construction, retail and not‑for‑profit. Remote support scales easily from small start‑ups to large multi‑site businesses, and our helpdesk services are ideal for companies that need ongoing hardware management and on‑site assistance.

 

Do you offer a free consultation or trial?

Yes. Contact us to schedule a free consultation where we assess your current IT environment, discuss your challenges and recommend a support plan. We can also provide a short trial period of our remote support service so you can experience the benefits before committing.

​​

How can I contact you for IT help?

You can reach our helpdesk by:

• Phone: The fastest way for urgent issues. Calls are answered during business hours, and critical calls are routed to our on‑call technician.

• Email: Submit your issue with a description, and we’ll open a ticket in our system.

• Client portal: Log in to our secure portal to create tickets, track progress and access our knowledge base.

• Website contact form: For general enquiries, fill out the form on our “Contact Us” page.