Interview Questions to Ask IT Support Companies – Part 1

IT support can make or break your business. If you decide fulfill your IT needs with a managed service provider be sure to investigate prospective companies thoroughly to avoid disappointments. We’ve compiled a list of questions to ask in an interview with potential IT Support companies.

  1. How large is your company?

IT companies come in all sizes. Choose one large enough so that they can provide for all your support needs, now and in the foreseeable future. But don’t choose one so large that you get lost amongst their high-billed clients.

Follow-up Question:

What are your plans for growth?

  1. How long has your company been established?

A newer company could mean that they are more fresh and up to date with developing technologies. The longer a company has been established the more resistant they may be to shifting trends in the industry. Find out how committed they are to keeping on top of the latest technologies.

Follow-up Question:

How do you keep up with advancing technologies?

  1. What are your core values?

This may or may not be important to you, but you can tell a lot about a company by their response to this question. If your own company has core values it may be best to choose a support company with similar values, also it will give you an idea of what matters most to them and how you and your company fits in.

Follow-up Questions:

How are your values reflected in the work you provide?

How do you deal with complaints?

  1. How many clients do you have in my particular industry?

The more experienced your IT Company is in dealing with a business like yours, the better. Each industry will have specific requirements, i.e. storage, security etc. and a support company who has experience dealing with companies like your own will be prepared to meet your needs.

Follow-up Questions:

How do you retain those clients?

May I speak with those clients?

  1. What is the ratio between your managed service clients and the engineers that support them?

This will give an idea of how equipped they are to meet the needs of your company as well as their current work load.

Follow-up Questions:

Do you guarantee a response time?

What is the average response time?

Do you hire talent in anticipation of increased demand?

Is there a plan for continued training?

  1. Will we have an assigned account manager and/or engineer?

It’s important to have a specific point of contact, someone who deals with your case on a regular basis to ensure continuity of service.

  1. How do we log calls with you?

Time is money, when something breaks, you want to be able to contact you support company and get it fixed as quickly and as easily as possible. Find out if there is a dedicated phone number or email address you can use in emergencies.

Follow-up Questions:

Who is our key contact for logging calls?


These questions are a starting point when interviewing any perspective Managed Service Providers. Investigate thoroughly to avoid disappointment, your IT support is a significant investment and will have a big impact on your business.

Visit Part 1 or click here for more tips on choosing a Managed Service Provider.

Further Reading:

How Managed IT Service is a Game Changer for your Business

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