What to Look for in IT Support in Nanaimo

When a laptop won't boot or the office Wi-Fi keeps dropping, it's tempting to call the first number you find. Here's a short checklist of what good IT support should look like, for homes and small businesses.

I've worked in technical support since 1998, starting at Videon Cable Systems (later Shaw, now Rogers). I moved on to Microsoft MSN support, where I went from Tier 1 to Tier 3 and then supervisor, and then Shaw Cable, where I resolved 30 to 40 help desk tickets a day. Since 2020 I've done IT support in Nanaimo for local homes and small businesses.

1. They diagnose before they replace

A slow or broken computer doesn't always need new hardware. Good support finds the actual cause first, whether that's hardware, software, malware or a failing drive, and tells you what it found before recommending a fix. Ask: "What do you think is wrong, and how will you confirm it?"

2. Upgrades that fit what you have

Often the right answer is more RAM, a faster drive or a fresh install, not a new machine. Look for someone who does both hardware and software upgrades and will tell you honestly when an upgrade is worth it and when it isn't.

3. They handle phones and laptops, not just desktops

Most households and small offices run a mix of Windows PCs, Macs, Android and iPhone. My own work covers diagnosis and repair of desktops, laptops and mobile phones, so ask whether your support person covers all the devices you depend on.

4. Security cameras installed and maintained

A camera system is only useful if it keeps recording. I install and maintain security camera systems for homes and small businesses, from setup through ongoing maintenance. Ask any installer who looks after the system after setup day.

5. Security basics come standard

Good support should check the basics as part of the job: updates and patches, two-factor sign-in where it's available, malware removal and sensible passwords. I hold the Google Cybersecurity Specialization and the Google IT Support Professional Certificate, and I completed the NPower Canada Junior IT Analyst program.

6. They explain things in plain language

You should leave knowing what was wrong, what was done and how to avoid it next time. Coaching people and explaining technical problems clearly was a big part of my support and supervisor roles, and it's still how I work one-on-one with clients.

7. They're actually local

On-site help matters when it's hardware or a camera on a wall. I work on site in Nanaimo, Lantzville, Parksville, Ladysmith, Duncan and the Comox Valley, and remotely with clients elsewhere in Canada.

A quick aside on AI

Plain-language AI assistants are starting to help with everyday "how do I…?" questions. For a broken laptop, you still want a person.

Need help with a computer, phone or camera system? Email [email protected] for a quote. Originally published at https://trevorheshka.com/blog/what-to-look-for-in-nanaimo-it-support/