How One AEC Firm Took the IT Burden Off Their Team

This architectural practice works at the intersection of creativity and construction, delivering projects that span residential, commercial, and cultural spaces. With a dynamic mix of full-time staff and project-based contractors, their team is spread across a number of smaller satellite offices. That structure gives them agility, but also means day-to-day tech support can't always be on-site.

Design tools, shared workstations, and peripheral devices are the backbone of their workflow. Whether collaborating on a tight deadline or troubleshooting mid-project, the team needs smooth, uninterrupted access to their machines. As they scaled, it became clear: the current approach to device support was slowing them down.

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Industry: Architecture & Design

Organisation Size: 10–20 staff in satellite offices‍

Service Areas: Endpoint Support, Remote Helpdesk, Device Management

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In their smaller satellite offices, this AEC firm had no in-house IT support, but plenty of devices to manage. Laptops, desktops, printers, and other everyday tools were vital to their design work, yet support was patchy at best. When something broke or glitched, staff would try to troubleshoot it themselves; a well-meaning workaround that often cost more time than it saved.

From software crashes to printing issues, these seemingly minor interruptions added up. Productivity dipped, and frustrations grew. The leadership team knew they needed to extend reliable IT support to these remote offices, but without the cost or complexity of a full managed service. What they needed was focused endpoint support that worked at the pace and scale of their teams.

To give every team the support they needed, without overengineering the setup, the firm adopted our Managed Endpoint Support Service, a focused, no-frills solution built specifically for user devices.

Here’s what was rolled out:

• Unlimited remote support during business hours for laptops, desktops, and peripheral devices. No tickets or delays: just fast, consistent help when staff needed it.
• Centralised monitoring of all endpoints, allowing us to proactively manage device health and catch issues before they caused disruption.
• Standardised troubleshooting, ensuring problems were solved the same way, every time: no more improvised fixes or inconsistent outcomes across offices.
• Defined service boundaries, with support focused purely on endpoints: no bundled infrastructure, no hidden extras, and no overreach into areas the client didn’t need.

This approach provided exactly what the firm was looking for: professional coverage for small teams, without the complexity or cost of a full managed service.

Six months in, the results were tangible. Small offices that had once wrestled with recurring device issues were now running smoothly and quietly. Staff no longer lost hours trying to fix things themselves or waiting for remote assistance that never quite arrived.

Support tickets were handled quickly and consistently. Devices were kept healthy through proactive monitoring, and common issues that once derailed workflows were stopped before they started.

Most importantly, teams could get back to focusing on what they do best: delivering great work. Leadership had peace of mind knowing support was in place, and predictable costs meant no surprises.

It was a small shift with a big impact, and one that’s helped the business move faster, with fewer distractions.