Meet BDK MSP Team Manager
Joe O'Connor
BDK is a managed service provider and IT services & consulting firm. We provide a full range of IT services with one goal in mind – to be a strategic technology partner that helps our clients achieve their business objectives.
BDK’s “Team Spotlight” blog series highlights the different departments throughout the organization, each of which play an integral role in ensuring premiere IT services and support for our customers. This week’s blog features a huge backbone of the business: the Managed Services Provider (MSP) Team. Joe O’Connor, MSP Manager, shared the following insights about his team and what makes them a critical component of BDK’s business.
What is the MSP team’s primary function at BDK Inc.?
The MSP team at BDK is responsible for all preventative and proactive maintenance of our customers’ IT infrastructure, as well as break-fix support for their technical environments. We often serve as the first line of response for IT support when customers reach out with PC set up or troubleshooting issues, including time-sensitive requests.
Who is the team comprised of?
The MSP team is made up of IT technicians and engineers who provide varying roles of support, depending upon a customer’s needs. Our Level 1 technicians/engineers focus on basic PC and software troubleshooting, as well as some patching, monitoring, and maintenance. Level 2 technicians/engineers support a lot of the same initiatives, but can also handle advanced PC and software troubleshooting. Our Level 3 and Level 4 technicians/engineers focus on advanced system administration, advanced network troubleshooting, either basic or advanced technical engineering, and data center management (Level 4 only).
With field experience ranging from 1-2 years to 10+ years, the opportunities for growth and being able to learn from industry veterans helps ensure upward mobility for our team members, as well as a wide range of skillsets to support our customers.
What is the best part of being on the MSP team?
We have a great team of professionals that have experience in various areas of IT. With such a diverse skillset, we are able to work collaboratively to ensure we can solve any customer issues. Additionally, we have technology expert resources in other departments at BDK, Inc. that we can leverage at any moment—providing our customers with a comprehensive network of IT services and professionals. Most MSPs do not have a full team of developers like we do, so having that network really helps us provide stand out service.
What should BDK customer know about the MSP team?
BDK provides a great mix of professional development opportunities and comradery. In addition to working together to implement new services or solve issues for customers, our technicians go out to lunch together every day—fostering more collaboration opportunities. Further, in the year I’ve worked here, there has never been a shortage of opportunities to learn something new, either via trainings or from other BDK staff. Additionally, no level of support is too small for our senior staff. If you say you need help with something, one of our IT leaders is always willing to step up and support as needed.
If you could pick a mascot to represent your team, what would it be and why?
If the MSP team had a mascot, I would liken us to a horse. Capable of handling heavy workloads, versatile, and multi-functioning, our team hosts a blend of technicians and engineers who are ready and willing to assist our customers and clients with whatever they need.
To read more BDK “Team Spotlight” features, and to read more of our content and learn more about our team, click here.
