Kalkidan Yilkal T.
IT Help Desk Technician
1:48Managed ITManaged IT for the backbone you run on,
Managed IT for the backbone you run on,
monitored and maintained.
From everyday employee support to network monitoring, cloud administration, cybersecurity and backup — we provide the people, processes and oversight that keep your IT environment working, with the same discipline we bring to your sales, support and back office.
- Continuously monitored endpoints and network, not a black box you check once a quarter.
- Structured Tier 1 → Tier 2 escalation — a ticket queue with a system behind it.
- Independently audited ISO 9001 & ISO 27001 controls on every engagement, the same as the rest of REM.
6Coordinated service areas
Tier 1→2Structured escalation path
YouApprove every person on your team
ISO9001 & 27001, independently audited
Why a managed team
Your IT team, without the overhead.
You shouldn't have to choose between building a large internal IT department and leaving critical technology unmanaged. We work as an extension of your business — with structured support, proactive monitoring, clear escalation and ongoing management.
Monitoring
Proactive, not reactive
Issues are identified before they turn into business disruptions.
People
Dedicated IT specialists
Trained professionals matched to your technology environment — and you approve every one.
Operations
Secure and structured
Every engagement follows documented processes, quality controls and security practices.
Coverage
Across your hours
Business hours or around the clock — true 24/7 is a small pod sharing the shift, sized to your team.
What we manage
Six areas, one coordinated team.
The areas most businesses already think of as "IT" — run together instead of as six disconnected vendors.
IT Help Desk
A reliable place your employees go when technology gets in the way — triaged and resolved through a structured Tier 1 to Tier 2 path.
- Tier 1 & Tier 2 technical support
- Ticket management and troubleshooting
- Password, access, hardware and software help
- Employee onboarding and offboarding
Business outcome
Employees get unblocked without waiting on one overloaded internal contact.
Endpoint & Device Management
Computers and employee devices kept secure, updated and ready for work.
- Device setup and configuration
- Software installation and patching
- Device health monitoring
- Endpoint troubleshooting
Business outcome
Healthier devices, and fewer problems that keep coming back.
Network & Infrastructure
Your business kept connected, and the core of your IT environment running reliably.
- Network and infrastructure monitoring
- Connectivity troubleshooting
- Router, switch and Wi-Fi support
- Performance and availability checks
Business outcome
Problems are caught before they interrupt work, not after.
Cloud & Microsoft 365
The cloud platforms your team relies on every day, administered properly.
- Microsoft 365 / Google Workspace administration
- User and license management
- Cloud configuration
- Migration and deployment support
Business outcome
Well-run cloud systems without adding another full-time administrator.
Cybersecurity
Your users, devices, accounts and business data protected against the most common threats.
- Access and permission management
- Endpoint security and threat monitoring
- Vulnerability and patch management
- Security policy support and incident escalation
Business outcome
Security gaps get closed before they become an incident, not after.
Backup & Disaster Recovery
Making sure your business can recover when something goes wrong.
- Backup configuration and monitoring
- Recovery planning
- Data restoration support
- Disaster recovery assistance
Business outcome
Business data has a defined, known path back if something goes wrong.
How the layer connects
Not six services. One IT layer.
Your help desk, devices, network, security and cloud shouldn't operate as separate pieces. Our team works across all of them, so an issue is identified, escalated, resolved and documented without falling between departments or vendors.
1
Endpoint flagged
A device or connection is flagged the moment something looks off.
2
Help Desk notified
The right ticket routes to Tier 1, or straight to Tier 2 if it's already clear what's needed.
3
Security verifies
Access and device compliance are checked before the ticket is closed.
4
Cloud confirms
The resolved state is backed up, so the fix sticks.
The daily cycle
Monitor. Detect. Respond. Resolve. Prevent.
The cycle every part of the layer runs on, every day — not just when something has already gone wrong.
Monitor
Always checking
Endpoints and network health are checked continuously, not just when something is already broken.
Detect
Caught early
Anomalies and access issues are flagged as they appear, not discovered during an audit.
Respond
Structured escalation
Tickets move through a Tier 1 → Tier 2 → specialist path, so nothing sits in a queue.
Resolve
Back to steady state
Once it's fixed, the resolution is documented and the system returns to steady monitoring.
Prevent
Fixed for good
Recurring issues are traced to their cause and patched, configured or retired so they stop coming back.
Meet the bench
Hear who would pick up the ticket.
Clips from our screening interviews — the same recordings that come with a shortlist, so you can judge how they explain a fix before anyone touches your systems.
Engagement
Two ways to work with us.
Augment the team you have, or hand us the whole function. Same controls either way.
Co-Managed IT
For teams with existing ITYour internal IT team stays in control while we take the recurring work that consumes their time — Tier 1 noise, monitoring and routine security — so they can focus on direction instead of tickets.
- Tier 1 & Tier 2 support
- Monitoring and alert management
- Routine maintenance and endpoint support
- Security operations support
- Clear escalation to your internal IT team
Best for: businesses with an existing IT department that need more capacity.
Fully Managed IT
For teams without dedicated ITNo internal IT function yet? We become it — the people and the operating structure to run your day-to-day IT environment, end to end.
- Service desk and endpoint management
- Network monitoring and cloud administration
- Cybersecurity support, backup and recovery
- Reporting and ongoing management
- You approve every person on your team
Best for: growing businesses that need reliable IT without building a large internal department.
Every engagement starts with a technology conversation, not a quote you can't verify — see the full pricing approach or book a consult to scope yours.
How it works
From onboarding to ongoing support.
A defined path from the first conversation to a team that runs your IT every day.
1
Understand
We learn your business, users, systems, applications and current IT environment.
2
Build
We define the team structure, responsibilities, tools and escalation paths.
3
Transition
Our specialists document your environment and set up your support workflows.
4
Manage
We monitor, support, maintain and secure your IT environment every day.
5
Improve
Reporting and recurring reviews show where reliability, security and efficiency can improve.
Why Rem Assist
Not just a technician. A managed team.
IT expertise backed by the same managed operations model behind every REM seat.
Dedicated specialists
Professionals selected for your environment and requirements, and approved by you.
Quality oversight
Structured supervision and quality management on every engagement.
Documented processes
Clear workflows, escalation paths and operating procedures you can read.
Scalable support
Add coverage as your business and your IT needs grow.
Coverage across your hours
Business hours or true 24/7, staffed as a pod so the shift is always covered.
Security & quality controls
Independently audited ISO 9001 and ISO 27001 controls, the same as the rest of REM.
Before you ask
The questions worth asking before anyone touches your systems.
Will our team get an anonymous ticket queue?
No. Every ticket moves through a structured Tier 1 → Tier 2 → specialist path, so you always know where an issue stands and who owns it next — not a queue with no visibility into what happens after you submit it.
Is remote IT support actually secure?
Access is scoped to what a given ticket or task actually needs, logged, and revocable at any time. Remote support does not mean unrestricted access — it means the same controls a security review would expect, applied consistently.
What happens to our existing IT person?
Nothing changes about their role except what's on their plate. Co-Managed IT is built to take Tier 1 noise, monitoring, and routine work off an existing IT lead, not to replace them — your team gets stronger, not smaller.
What's your response time?
We're not going to hand you a minute-based number we can't stand behind. What we commit to instead is the structure: a clear escalation path, and a specialist engaged as soon as a ticket needs one, rather than sitting in a general queue.
Are you secure and compliant enough for our industry?
Every engagement operates under the same ISO 9001 quality and ISO 27001 security controls the rest of REM operates under, independently audited rather than self-declared. If your industry requires a specific framework beyond that, tell us on the call and we'll be direct about what we can and can't yet support.
What if we want to change providers later?
That's a fair question to ask before signing anything. We can walk through exactly how engagements start, scale, and end during a consult, so there are no surprises either way.
Let's talk about your IT
Built for businesses that can't afford IT downtime.
Whether you need an extension of your IT department or an entire external IT function, tell us what you need managed — we'll help define the right team, scope and support model.
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