More Than Competence: Skill and Expertise You Can Count On
Each lead technician on the Help Desk (currently there are 5) has either a bachelors degree in computer science or has both experience and certification with specific targeted technologies like MCSE, Server + and Network + through CompTia. Continuum ensures that all NOC engineers have expertise in managing servers and troubleshooting issues with Windows, Domain Controllers, Exchange, SQL, Terminal and Citrix servers. MCSE and MCSD certifications are required for select positions within the Help Desk and NOC PODs, with mandatory re-certification every 2 years.
Support Desk technicians are A+ certified in computer repair and/or service desk, which
require a bi-annual update. Continuum will sometimes hire technicians with experience that have not yet completed A+ certification. However, any technicians that have not yet completed A+ certification must be up-to-date by the end of their probationary hiring period.
A dedicated security team analyzes new patches and works directly with several security vendors to prevent virus, spyware and other types of attacks. Security procedures are frequently monitored and strict standards are enforced through internal audits. The Continuum NOC also has expertise in supporting the most commonly used firewalls and backup solutions.
Both escalation and service protocols are based on industry proven ITIL Compliance. As part of regulatory precautionary procedures, common passwords to key systems are reset periodically. A set of automated procedures have been created for Continuum employees being let go to deactivate their access to any client systems within hours of their departure.