Managed IT services and support in Sydney
One provider who answers for all of it
The IT support conversation in Sydney is rarely a first one. The organisation is replacing someone, and the Surry Hills office exists for that conversation, which usually starts with what went wrong last time.
Ericom Sydney
Level 9, Suite 3, 28 Foveaux Street Surry Hills NSW 2010- Phone
- 1300 360 369
- Office hours
- Monday to Friday, 8:30am to 5:00pm
Areas we attend
- Sydney CBD
- Surry Hills
- Inner West
- North Sydney
- Parramatta
- Greater Sydney
A fault between five suppliers
A Sydney organisation of any size ends up with an IT provider, a phone provider, a mobile account, a security vendor and a cabling contractor, none of whom sold the others and none of whom will own a fault that sits between them. When a call drops on a Teams handset, the cause could be the carrier, the tenancy, the switch, the cabling or the handset, and each supplier can show that its part is working. The support call becomes a negotiation about whose problem it is. Ericom sells all of it and answers for all of it, so the diagnosis happens inside one ticket instead of across five. It is a duller proposition than most, and the one that survives month eight.
What Sydney organisations come to us for
Weighted to the multi-site, multi-vendor problem. The environments Sydney organisations bring us are usually split across four or five suppliers, and the first job is working out which of them is causing the fault everyone has been arguing about.
- IT Support One price per user, security included Read more
- Modular Cyber Security Eleven controls, each closing one gap Read more
- Cloud Calling Teams Phone, carried by Telstra Read more
- Business Mobile An Australian desk that runs your Telstra fleet day to day Read more
- Backup and Disaster Recovery The question is not whether it copied. It is whether it comes back Read more
- Compliance ISO 27001, with ISO365 Read more
The IT company Sydney organisations call first
IT support in Sydney is not scarce, and on its own it is not what makes the difference. What does is whether the person who answers can see the network, the tenancy and the security posture at once, or has to raise a ticket with somebody who can. Ours can.
Managed service provider for Sydney and New South Wales
Being a managed service provider Sydney organisations keep is mostly about month eight, once the interesting work is finished and the relationship has become a monthly report that goes unread. Ours is a governance forum with decisions written down and someone accountable for each.
Cyber security Sydney boards are asking about
The question usually comes from the board or the insurer before it comes from IT, and we answer it the way it was asked: a written position on how far the guidance is met, handed to whoever asked, and the order to fix things in. The assessment is run by Ericom's security practice, and the fixing is quoted after it, on the Sydney network we already run.
Cabling for camera retrofits on leased floors
Most of the security cameras Sydney sites ask us about are retrofits, and the difference between a good install and a bad one is whoever has to find a cable path through a ceiling no drawing shows. On a leased floor that ceiling belongs to the building as much as to the tenant, and arranging access to it is part of the work.
What Sydney buyers ask before changing provider
Who attends when a Sydney site needs somebody in the building?
An Ericom engineer, booked on the same ticket as the fault. Attendance reaches the CBD, the Central Coast and the Southern Highlands.
What hours does any of this run to?
The Surry Hills office keeps office hours, Monday to Friday, 8:30am to 5:00pm. The service desk behind it is staffed 7am to 6pm on business days, and monitoring runs continuously, which is a different thing from a staffed overnight desk.
Which work happens on site here, and which is done remotely?
Support, monitoring, patching, backup and the security work run from the national platform and reach a Sydney customer the way they reach any other. What takes a person in the building is cabling, cameras and access control, hardware swaps, and the parts of an office move that cannot be done from a desk.
How does a change of provider run?
In three stages, each with a deliverable. An assessment of what is there and what is unsupported, onboarding to a documented baseline with the security controls switched on, then the operating cadence and the first quarterly review. The tier is quoted after the assessment.
Have you done this for a Sydney organisation?
Northern Beaches Council, in the Northern Beaches region of Sydney, runs telephony and a contact centre for 1,800 staff across three amalgamated councils on a platform we delivered with Telstra. The study is further down this page.
Where does a fault that belongs to a carrier or a vendor go?
To us. It is logged on 1300 360 369 and stays in one ticket while we chase the carrier or the vendor for it.
What we run for Sydney and New South Wales
Surry Hills covers metropolitan Sydney and the surrounding regions, with engineers attending sites from the CBD out to the Central Coast and the Southern Highlands. The office is a delivery base: the people who scope the work are the people who do it.
Afterwards, a Sydney customer sits on the national service desk, with its escalation and its 24/7 monitoring. One number, and nobody to hand the fault to.
Work in this region
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Local Government
Northern Beaches Council
Northern Beaches Council is a local government authority located in the Northern Beaches’ region of Sydney.
Read more
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Local Government
Camden Council
With a growing team and increasing demands, Camden Council needed technology that worked for its people, not against them.
Read more
The fault everyone has been arguing about
Which fault has been sitting between your suppliers, and whose has each of them said it is? We will say which of them it belongs to, and whether we would take all of it on.
Talk to the Sydney office