Call us on 1300 360 369 Customer Portal

Managed IT services and support in Melbourne

Not the branch that gets the leftovers

Most national organisations have a site that quietly gets a worse service than the head office does, and it is usually the one furthest from where the provider is based. The Queen Street office exists so that Melbourne is not that site. Same service desk, same escalation, same person who answers when it matters.

Ericom Melbourne

Suite 2, Level 3, 179 Queen Street Melbourne VIC 3000
Phone
1300 360 369
Office hours
Monday to Friday, 8:30am to 5:00pm

Areas we attend

  • Melbourne CBD
  • Docklands
  • Southbank
  • Port Melbourne
  • Greater Melbourne

Attended from another state

A provider headquartered interstate can support Melbourne perfectly well right up to the point where somebody has to physically be there. Then the response time is a flight, the cost is travel plus labour, and the site learns to solve things itself and stop logging tickets. What follows is worse than a slow service: an office nobody has real visibility of.

What Melbourne organisations come to us for

Weighted to the work that needs somebody on the ground. The managed IT services Melbourne sites ask for are usually the ones an interstate provider has quietly stopped delivering well, which is anything that cannot be done down a remote session.

Sectors we serve from here

Security cameras Melbourne sites already have

Cameras are the largest single thing this office is asked about, and most of it is retrofit work in buildings cabled more than once by more than one trade. The install is the smaller job. Getting a picture somebody can use out of the CCTV Melbourne buildings already carry is the larger one, and that is analytics rather than hardware.

Essential Eight assessments in Melbourne

The practice that runs assessments for government customers elsewhere runs them here too. An assessment is not remediation and it is not a penetration test, and it is quoted on its own, so the buyer is not sold the second while asking for the first.

Server rooms Melbourne organisations still run

The question usually arrives when a server room has become a liability rather than an asset. Two pieces of that are ours to run: management of the servers and the network devices around them, quoted separately from the per user price, and backup and disaster recovery, which covers Azure and other cloud workloads alongside the machines still on the floor. The Melbourne half is attendance. A failed disk, a switch that has to be swapped and a rack that has to come out all need somebody in the building.

Managed service provider for Melbourne and Victoria

A managed service provider Melbourne organisations keep is one whose engineers are in the same state. Everything else is identical to every other office by design. The local part is the half that cannot be done remotely.

Questions about the Queen Street office

Who comes to the site?
An engineer based in Victoria. Attendance covers metropolitan Melbourne and regional Victoria, and the visit is booked against the ticket that raised it.

What hours does the office keep?
Queen Street is open Monday to Friday, 8:30am to 5:00pm. Those are office hours. Tickets are answered by the national desk from 7am to 6pm on business days, and monitoring does not stop when the office closes.

Which of this is delivered from Melbourne, and which is national?
Anything that needs hands on the equipment is done here: site moves, cabling, in building coverage and hardware refreshes. Everything else, including the desk, the monitoring and the security tooling, is run nationally and is the same wherever the site sits.

What does a handover from our current provider involve?
Three stages, across roughly the first ninety days. The environment is assessed before anything is quoted, including the servers and network devices still on the floor here. Then the baseline goes on: agents, monitoring, patching and the security controls that come with the service. Then the review cadence starts.

Have you done this for a Victorian organisation?
YSAS, a Victorian youth service, moved its phone system to Microsoft Teams and its network to SD-WAN across 18 sites, and handed its technology to us to run. The Department of Health and Human Services had 600 mobile devices deployed and managed through its move to the NDIS. Both studies are below.

Who do we ring when something breaks?
1300 360 369, which reaches the same desk from every office. A Melbourne fault is logged once, and whether it is fixed remotely or attended in person does not change who owns it.

What we run for Melbourne and Victoria

Engineers are based in Victoria, not flown in, and the office covers the metropolitan area and regional Victoria on the same terms.

The work here skews physical: site moves, cabling and in building coverage, hardware refreshes, and the attended half of a national rollout. Those are precisely the jobs that decay when the nearest engineer is in another state, because the cost of attending starts shaping what gets logged.

What the local presence adds is that somebody can be at the site this afternoon, which is the difference between a national contract that works in Melbourne and one that only looks like it does on the report.

Work in this region

Talk to someone in Melbourne

Whether the question is a single site or a national rollout with a Melbourne leg, it starts the same way.

Talk to the Melbourne office