Author name: Ashleigh Caswell

What is Tier 3 Response Capabilities, and why do you need it?

Agile Methodologies, Business, Managed Service Provider, Security, Small Business, Technology / / , ,

Tier 3 Helpdesk response involves addressing the most complex and challenging technical issues, requiring advanced expertise, collaboration, and problem-solving skills. Tier three technicians play a critical role in maintaining the functionality and stability of an organization’s IT systems and infrastructure.

As a Managed Services provider, Rolle IT has the in-house ability to respond quickly and seamlessly to escalations needing expert response.

Tier 3 Helpdesk response refers to a specialized level of technical support that deals with complex and escalated issues that cannot be resolved by lower-tier support teams. In a typical IT support structure, helpdesk support is organized into multiple tiers, with each tier handling different levels of technical difficulty.

Tier 3 Helpdesk response involves addressing advanced technical problems that require in-depth expertise, specialized knowledge, and often collaboration with other departments or teams. Here’s what you can expect from a Tier 3 Helpdesk response:

  1. Complex Issue Resolution: Tier 3 technicians handle issues that are more intricate and challenging to resolve. These problems usually involve in-depth troubleshooting, research, and analysis. They might pertain to intricate software or hardware configurations, network architecture, security breaches, system integrations, and other advanced technical areas.
  2. Expert Knowledge: Tier 3 technicians are subject matter experts with a deep understanding of the products, systems, and technologies they support. They possess advanced knowledge and are proficient in the technical intricacies of the organization’s infrastructure.
  3. Escalation Point: When an issue cannot be resolved by Tier 1 or Tier 2 support teams, it is escalated to Tier 3. Tier 3 technicians are the highest level of support within the helpdesk structure and are responsible for tackling the most challenging cases.
  4. Collaboration and Coordination: Resolving complex issues often requires collaboration with other departments, such as development, engineering, or network operations. Tier 3 technicians may need to coordinate efforts to diagnose and resolve issues that span different areas of expertise.
  5. Root Cause Analysis: Tier 3 technicians focus not only on resolving immediate issues but also on identifying the root causes behind recurring or complex problems. This involves a thorough investigation to prevent similar issues from arising in the future.
  6. Documentation: Detailed documentation is crucial in Tier 3 support. Technicians document the steps taken to diagnose and resolve issues, which helps create a knowledge base for future reference and training purposes.
  7. Customer Communication: Tier 3 technicians often interact directly with customers or end-users to provide updates, explanations, and solutions. Effective communication skills are essential in managing user expectations and conveying complex technical information in a clear manner.
  8. Continuous Improvement: Tier 3 support plays a role in improving the overall support process. By identifying patterns in escalated issues and proposing solutions to streamline support workflows, they contribute to enhancing the efficiency and effectiveness of the helpdesk.

Rolle IT, as DevSecOps IT firm, has in house Tier 3 support, ready for all of our clients should the need arise.

Call or email for more information on how the team at Rolle IT can support your organization. [email protected], 321-872-7576

What is Tier 3 Response Capabilities, and why do you need it? Read More »

Nominated for Business of the Year!

Small Business /
Rolle IT nominated for Business of the Year!

Rolle IT has been nominated for the

Andrew Gibson Business of the Year Award by the Space Coast Black Chamber! Thank you to the SCBCC for this honor!

This award recognizes a small business that has demonstrated an exemplary level of leadership and community engagement to assist the needs of its community, and to service the needs of its customers, employees and neighbors.

https://www.spacecoastblackchamber.com/events/launching-black-excellence-awards-gala-1

Andrew Jackson Gibson was the fourth of nine children, four sons and five daughters, born to a mulatto slave by the name of William, who was the son of an unnamed African female slave and a white planter by the name of William Gibson. Andrew became the first black businessman in Titusville when he opened the first barbershop, then becoming Brevard County’s first jailer, and he worked as the supervisor of the only public road in Brevard County. Andrew also held two public offices at the same time.

#RolleIT #Spacecoast #scbcc #Businessoftheyear

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Cybersecurity Workshop July & August 2023

Agile Methodologies, Business, Cybersecurity Training, Security, Security, Small Business, Technology, Uncategorized / / ,

Cybersecurity Workshop- Cocoa Beach Regional Chamber of Commerce (cocoabeachchamber.com)

Cocoa Beach Regional Chamber, Rolle IT and Alliance Cyber Present:

4 Part Cybersecurity Training Series

This is a 4-part series covering the topic of Cybersecurity

  • Earn a Certificate of Annual Awareness Training
  • Learn how to protect yourself and your business against cyber threats.
  • Find out if your business is compliant.

7.17.23 Cyber Threats and Bad Actors Passwords
7.24.23 Passwords, Physical, and Mobile Security
7.31.23 Social Media and Online Security
8.07.23 Compliance

Join us for the entire series or just take single session.

$100 4-Part Workshop

$50 Single Session

Economic Development Commission of Florida’s Space Coast

6525 3rd Street, Suite 304, Rockledge, FL, 32955, United States

 
Instruction led by industry experts Alec Hall with Alliance Cyber and Cordell Rolle with Rolle IT

Cybersecurity Workshop July & August 2023 Read More »

Cybersecurity Awareness Training Webinar

Business, Security, Security, Small Business, Technology /

Rolle IT is hosting a complimentary Cybersecurity Awareness Training Webinar June 6. 2023.

Rolle IT is hosting a complimentary Cybersecurity Awareness Training Webinar June 6, 2023 for any professional interested. Learn about Cybersecurity basics, best practices, industry updates and what to look for to keep your data safe.

Business owners, leaders and professionals are invited to join Rolle IT for the complimentary webinar.

Sign up at this link.

The purpose of this webinar is to provide you with information about cybersecurity and best practices to help you protect your organization from cyber threats.

The information provided in this webinar is for educational purposes only and is not intended to be legal, financial, or professional advice. The webinar is designed to provide general information and should not be relied upon as a substitute for obtaining specific advice from a qualified professional.

Please note that attendance at this webinar does not create a professional relationship between you and the webinar organizers, and the webinar organizers assume no responsibility for any actions taken as a result of the information provided in this webinar.

Furthermore, the webinar organizers do not guarantee the accuracy or completeness of any information provided in this webinar. While we have made every effort to ensure that the information provided is accurate and up-to-date, we cannot guarantee that it is error-free or that it will be suitable for your specific circumstances.

By attending this webinar, you acknowledge that you have read and understood this non-indemnity disclosure and that you agree to release and hold harmless the webinar organizers, their affiliates, and their respective officers, directors, employees, and agents from any and all claims, demands, and damages arising out of or in connection with your participation in this webinar.

Thank you for your attention and participation in this webinar.

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Data Security for Law Firms

Agile Methodologies, Business, Law Firms, Managed Service Provider, Security, Small Business / / , , , ,

Rolle IT serves many small and medium size law firms: We understand that as a law firm, protecting client data is of utmost importance. Here is a basic list of security and technology measures that firms of all size should be implementing.

Access control: Limit access to sensitive data to only those who need it. Implement strong password policies, two-factor authentication, and access controls to prevent unauthorized access.

Best Practices, Policies and Procedures: Consulting with an IT and Cybersecurity expert to craft policies and procedures that are inline with your organization’s needs.

Encryption: Encrypt all sensitive data in transit and at rest. This will prevent unauthorized access to data even if it is intercepted or stolen.

Backups and disaster recovery: Regularly backup data and have a disaster recovery plan in place in case of any natural disasters, cyber attacks or data breaches. Rolle IT recommends a comprehensive back up plan.

Secure communications: Use secure communication channels such as secure email and messaging platforms to communicate with clients and colleagues. Not all email platforms are secure.

Anti-virus and anti-malware: Install and regularly update anti-virus and anti-malware software to protect against malware and viruses that can compromise data security.

Proactive Employee training: Train employees on data security best practices, including how to identify and report suspicious activity and how to avoid common data security risks.

Physical security: Implement physical security measures to protect against unauthorized access to physical data storage devices such as hard drives, servers, and backups. Physical security assessments as well as digital security assessments should be part of ongoing data security awareness training.

Vendor management: Vet and manage third-party vendors and service providers who handle sensitive data on behalf of the law firm.

Data enablement– Having secure documents easy to find for the right user.

Overall, a law firm should have a comprehensive data security program that includes policies, procedures, and technical measures to protect client data.

Here are some things a law firm should look for in an IT company:

Expertise: Look for an IT company that has experience working with law firms and understands the unique challenges and requirements of the legal industry.

Security: The IT company should have expertise in data security and should be able to provide the necessary measures to ensure that the law firm’s data is protected.

Support: The IT company should offer fast and reliable technical support, and have a help desk that is available 24/7 in case of emergencies.

Scalability: The IT company should be able to scale its services as the law firm grows and its technology needs change.

Backup and disaster recovery: The IT company should provide backup and disaster recovery services to ensure that the law firm’s data is protected in case of a natural disaster, cyber attack, or data breach.

Cloud services: The IT company should be able to provide cloud services that can allow lawyers to work remotely and access data from anywhere.

Compliance: The IT company should be knowledgeable about the legal industry’s compliance requirements, such as those related to data privacy and confidentiality.

Cost-effectiveness: The IT company should offer cost-effective solutions that meet the law firm’s needs without breaking the bank.

Overall, a law firm needs an IT company that can provide reliable and secure technology services, and that can work collaboratively with the law firm to help it achieve its goals.

Rolle IT supports companies nationwide and is located on the Space Coast. Rolle IT is a Service-Disabled Veteran Owned Small Business.

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Speed up your business internet. Contact a professional.

Managed Service Provider, Technology / / , , , , , , , ,

Having fast internet in the workplace is more important than ever before. From connectivity to remote work and virtual meetings, almost everything we do online relies on a strong and reliable internet connection. Professional IT services can ensure that your internet speed is appropriate for your business needs. Faster Internet means:

  1. Increased Productivity

One of the most significant benefits of having fast internet is increased productivity. Slow internet speeds are frustrating and can cause delays in completing tasks. With a fast internet connection, you can quickly load web pages, download files, and upload documents, allowing you to work more efficiently.

  1. Better Streaming Quality

Streaming has become an integral part of our daily work lives, whether it’s streaming podcasts as associates work, or streaming music on Spotify, or the lobby TV’s video streaming service. With a slow internet connection, streaming can be frustrating, with buffering and lagging, making it difficult to use and frustrating your clients.

  1. Seamless Video Conferences

    A fast internet connection ensures that video conferencing is seamless and allows you to communicate effectively with colleagues and clients. This can significantly improve your productivity and ensure that you can conduct business effectively.

    For example, if you’re working on a project that requires you to upload large files to a shared drive, a fast internet connection can significantly reduce the time it takes to complete the task. This, in turn, allows you to focus on other important tasks and increase your overall productivity.

    Remote work and virtual meetings have become the norm in today’s business world, and having a fast internet connection is crucial for seamless video conferencing. With slow internet speeds, video calls can lag and freeze, making it difficult to communicate effectively, and distracting from your message.

    1. Reliable Connections

    Having a solid internet and infrastructure connection ensures that you will never miss an email, or important notification.

    Reliable internet can ensure that you see all your emails by providing a stable and uninterrupted connection to your email server. When you have a reliable internet connection, you can be confident that your email client will be able to connect to the server and retrieve all your messages.

    If your internet connection is unreliable, you may experience issues with receiving or sending emails. For example, if your connection drops in the middle of downloading your emails, you may miss some messages. Likewise, if your connection is slow, it may take a long time for your email client to retrieve your messages, or you may experience time-outs that prevent you from accessing your emails.

    To ensure that you receive all your emails, your IT provider should also make sure that your email settings are configured correctly.

      What can you do? Contract with an IT professional.

      Among other your IT professional should make sure that you are receiving the speed that’s optimal for your needs, optimize your network devices and configuration, install network monitoring tools and provide network security.

      Rolle IT supports companies nationwide and is located on the Space Coast. Rolle IT is a Service-Disabled Veteran Owned Small Business.

        Speed up your business internet. Contact a professional. Read More »

        Cybersecurity Basics Checklist

        Business, Security, Small Business, Technology, Wifi / / , , ,

        If you work in a hybrid position, it’s likely that you are at higher risk for becoming the victim of a cyber-attack. Connecting to your work network at home or at the local coffee spot or having your work applications on a personal phone can leave you and your data vulnerable. There are dozens of ways that users can be left open to digital attacks, and the opportunity for cyber-crime evolves every day as technology changes. Here are some ways that you can protect yourself and your data.

        1. Use strong and unique passwords: It is essential to use strong and unique passwords for each of your online accounts. A strong password should be at least 12 characters long, contain a mix of uppercase and lowercase letters, numbers, and symbols.
        2. Enable two-factor authentication: Two-factor authentication adds an extra layer of security to your accounts. It requires you to provide an additional piece of information, such as a code sent to your phone, before you can access your account.
        3. Be cautious of phishing scams: Phishing scams are a common tactic used by cybercriminals to steal your personal information. They usually come in the form of an email or text message that appears to be from a trusted source, asking you to provide sensitive information. Be cautious when opening emails or clicking links: Don’t open emails or click links from unknown sources, as they may contain malware.
        4. Keep your software updated: Keeping your software updated, including your operating system and antivirus software, is crucial to protect against known vulnerabilities and exploits.
        5. Use a firewall: A firewall can help block unauthorized access to your network.
        6. Secure your home network: Make sure to change the default username and password on your router, use strong encryption methods such as WPA2, and turn off remote management.
        7. Limit your personal information online: Be cautious of the information you share online, especially on social media platforms. Cybercriminals can use this information to steal your identity or commit fraud.
        8. Backup your data: Regularly backup your important data to an external hard drive or cloud storage. This will ensure that you have access to your data in case of a cyber attack or system failure.
        9. Use a Secure Network: When using public Wi-Fi use a virtual private network (VPN) to encrypt your internet traffic and hide your IP address, making it difficult for cybercriminals to intercept your data.
        10. Use a password manager: A password manager can help you generate and store strong and unique passwords for all your accounts.

        Rolle IT helps businesses secure their data and puts best practices in place to protect users and companies. User Focused IT Consulting.

        Cybersecurity Basics Checklist Read More »

        IT Consulting; Securing Your Commercial WIFI Network

        Business, Managed Service Provider, Security, Small Business, Technology, Wifi / / , , , , , , ,

        Wi-Fi is a critical component to having a successful brick and mortar location for your customers. People expect it. Its easy to set up, but when set up the wrong way leaves you and your business open to threats. With the rise of cyber theft and cybercrimes, securing your commercial Wi-Fi has become more important than ever before.

        Here are some reasons why you should secure your commercial Wi-Fi:

        1. Protecting sensitive data: Businesses deal with a lot of sensitive information, such as customer data, financial information, and confidential business plans. If your Wi-Fi network is not secured, hackers can easily intercept this information and use it for malicious purposes. By securing your Wi-Fi network, you can protect your business’s sensitive data and prevent it from falling into the wrong hands.
        2. Compliance with regulations: Depending on your industry, you may be subject to various data protection and privacy regulations. Failure to comply with these regulations can result in hefty fines and legal troubles. By securing your Wi-Fi network properly, you can ensure that you are meeting these requirements and avoiding any potential legal issues.
        3. Avoiding network congestion: Unsecured Wi-Fi networks can be easily accessed by unauthorized users, leading to a high volume of traffic and network congestion. This can cause slow network speeds, connectivity issues, and system crashes, leading to decreased productivity and profitability.
        4. Protecting your reputation: A data breach or a cyber-attack can have a severe impact on your business’s reputation. Customers may lose trust in your business, leading to a decrease in sales and revenue. By securing your Wi-Fi network, you can prevent these incidents from occurring and maintain your business’s reputation.
        5. Ensuring employee productivity: An unsecured Wi-Fi network can be a hotbed for distractions, such as social media, online shopping, and streaming services. By securing your Wi-Fi network, you can restrict access to non-work-related websites and ensure that your employees are productive during work hours.

        Securing your commercial Wi-Fi is crucial for protecting your business’s sensitive data, complying with regulations, avoiding network congestion, protecting your reputation, preventing attacks and ensuring employee productivity. Unfortunately, its not as simple as changing the default password on your Wi-Fi set up. Its best to have an expert look at your network to determine what vulnerabilities exist to be mitigated. If you haven’t already done so, take the necessary steps to secure your Wi-Fi network today.

        IT Consulting; Securing Your Commercial WIFI Network Read More »

        3 IT Services Insurance Agents Should Use

        Managed Service Provider, Security, Technology / / , , , ,

        Originally Posted by Aimee Iorio Technology is continuously evolving, and the world of insurance is facing many new trends. More and more insurance companies are searching for and transitioning to new technologies to stay head with competitors and meet demands. Security should be a priority when working with sensitive customer information. Insurance agencies and private insurance agents looking to incorporate security and new technology should consider these services.

        Security
        In addition to security compliance, storing and protecting sensitive information about your customers is critical. Implementing a security protocol for your business is vital to ensuring customers their information will not be subject to a breach. Working with an IT company allows you to create a security plan that can include various types of security tailored to your standards and level of protection needed. Aligning your business and employees with your new protocols significantly decreases possible security issues and builds a proactive security approach.

        Cloud
        The transition from storing paper files to utilizing technology to create and store documents has been massive. Using the cloud to store customer data and increase security saves money and increases employee productivity. The ability to access files on demand from any location greatly increases flexibility and creates a simple environment to manage. An IT organization can focus more on adding value to your organization in many other ways instead of focusing on the maintenance physical hardware requires.

        Chatbots
        The average person can complete most of their to-do list without speaking live with a person. Chatbots help save time and provide a seamless experience for current and future customers. Chatbots can provide assistance past business hours (24/7) awarding companies with higher success of obtaining new clientele while simultaneously saving money. Plus, chatbots can utilize the language you want your customers to hear that ultimately aligns with your organization’s mission.

        3 IT Services Insurance Agents Should Use Read More »

        5 Ways a MSP Will Benefit Your Business

        Agile Methodologies, Managed Service Provider, Security, Technology / / , , , , ,

        Originally Posted by Aimee Iorio. A Managed Service Provider (MSP) remotely manages your business’ IT needs to save you time and money. Services offered can include network security, 24/7 remote monitoring, backups, updates, and will be curated for your business or project. By outsourcing this work to an IT company, you can rest assured that data breaches or hacks are mitigated.  

        1. The Amount of Time and Money Spent on Managing Your Own System

        Managing your business’ infrastructure is a complex and time-consuming undertaking. The time you spend managing your technology limits the time you have to use the skills you possess to increase the company’s value. A technology expert is required to be fully effective in protecting your business’ assets. Acquiring an expert of your own is a costly job position to fill and can still be limiting. A MSP ensures all technology is running smoothly; increasing the efficiency of your employees and when there is an issue the turnaround time is fast. Managed service providers can replace the need for an IT department, saving thousands of dollars a year. Time is valuable; leave it up to a team of experts to take care of your technology needs.

        2. Customized Services to Fit Your Needs

        One of the greatest features of having a managed IT service is that it gives your business the resources of a complete IT department. Your business may need a variety of services or only one or two. Curating a set of services to be the most beneficial for your business is important to increase the efficiency and productivity of your business. Every business will have a different set of needs and these needs will change with company growth; a MSP will be their every step of the way.

        3. Reduced Downtime

        Downtime, due to technology issues and errors, equates to loss of money. Updates, bugs, and viruses can cause complete loss of productivity for hours or even up to days. A MSP ensures updates are done after business hours and security checks are done as frequently as requested to avoid any downtime. If a problem does arise, they are fixed quickly so you can be back to doing what you do best.

        4. Knowing Your Information and Assets are Protected

        Ensuring your confidential information and assets are protected is crucial. A MSP can provide proactive and comprehensive security, monitoring, and management. Antivirus solutions are critical in protecting the most valuable parts of your business. By outsourcing these tasks to experts, you can be assured you are protecting your business in every way.

        5. Adding Value to Your Business

        When you find the managed service provider that fits your needs, you will be increasing the value of your business. The valuable time you spend updating your technology or dealing with system errors will be restored and now will be spent on growing your business. The right MSP will ensure your technology is always up and running to ensure efficiency and productivity is at an all time high.

        Looking for a managed service provider? Rolle IT offers a wide range of IT services to our partners 24 hours a day. We are user focused and focus on adding real value to your business. We even created PRODesk which is a curated package that fits many business’ needs.

        PRODesk includes a remote service desk, antivirus, patch management, mail filtering, a service desk call center, backup storage, and website filtering. Learn more about PRODesk here.

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