What should a small engineering or architecture practice look for when choosing an IT support provider in Ireland?

The short answer: Look for an IT support provider that understands design work, not just general office IT. In practice, that means experience with CAD and Revit workstations, large project files and site working. It also means a clear plan for backup and security, including ransomware and invoice fraud. Above all, ask how they handle problems in practice. A good provider explains response times honestly, rather than promising what they cannot deliver. Finally, check who you would actually deal with, and whether they will come on site.

This guide is for small and mid-sized engineering and architecture practices in Meath, Cavan, Westmeath, Louth and Dublin. It covers what to look for and what to ask before you sign anything.

What design practices need from an IT support provider

An accountancy office and an architecture studio both use email and Microsoft 365. However, the similarities end quickly. Design practices run demanding software on powerful workstations, and they move large files every day. Staff also split their time between the office, home and site.

So, a general IT support provider may cover the basics well but struggle with the details. The sections below set out the areas worth testing before you choose.

CAD and Revit workstations and licences

Workstations are often the most expensive machines in a practice. When one slows down or crashes, a designer can lose hours. Therefore, ask whether the provider has supported CAD and Revit users before.

Useful signs include:

• They ask about graphics cards, memory and storage, not only the processor.
• Graphics drivers are checked against the software maker’s recommendations before updating.
• Updates are planned outside deadline weeks, so a patch does not break a drawing set.
• They know who your software reseller is and will work with them.

Licensing is a separate question. Autodesk or your reseller usually manages Autodesk licences. As a result, check with your reseller or Autodesk about how assignment and renewal work. A good IT support provider should support that process, not replace it.

Large project files and backup

Project folders can grow quickly with models, point clouds and image files. Where those files live shapes everything else, from speed to backup. Our guide to SharePoint or a server for project files covers that choice in detail.

Whatever the setup, ask each IT support provider how it backs up project data. The NCSC’s guidance for SMEs says to keep backups “not directly connected to the business network”. It also warns that attackers “may deliberately try to tamper with data back-ups”. In addition, Microsoft 365 backup covers email, OneDrive and SharePoint. It does not automatically cover a local server, workstation files or other platforms. Backup needs depend on where your data lives, so ask the provider to show you what it covers.

Remote and on-site working

Engineers and architects rarely sit at one desk all week. Consequently, your IT support provider needs a plan for secure access from home and from site. That might mean remote access to an office server, or careful sync settings for cloud files. Our article on working on large CAD files from home or on site explains the options.

Equally, ask about visits. Some problems, such as a failed workstation or a network fault, are far easier to fix in person. So, check whether the provider covers your area and how they decide when to come out.

Security: ransomware and invoice fraud

Design practices hold valuable project data and handle large payments. That makes them a target for ransomware and email fraud. The NCSC’s business email compromise guidance describes supplier fraud. Here, criminals use a compromised account to “send fake invoices or change payment details”. It also states that in 2023, Irish SMEs “lost almost €10m to invoice redirect fraud”.

For this reason, ask what an IT support provider does about email security, multi-factor sign-in and staff training. Also ask how they would help you check a change of bank details. As the NCSC puts it, a “quick update to bank details” should always trigger a phone call.

How an IT support provider should explain response times

Many proposals quote response times in hours or minutes. Those figures can sound reassuring, but they rarely tell the whole story. Instead, ask how the provider decides what is urgent. For example, a whole office offline is very different from one slow printer.

Also ask what happens outside office hours, and whether anyone watches security alerts at night. In short, look for a provider that explains its process in plain words. Be wary of anyone who promises fixed outcomes for every problem.

Questions to ask an IT support provider before signing

Before choosing an IT support provider, put these questions to each one:

• Which other design or engineering practices do you support, and can we talk to one?
• Who will we actually deal with day to day?
• How do you handle workstation updates during deadline weeks?
• What exactly do you back up, how often, and how do you test restores?
• What email security and staff training do you provide?
• When do you come on site, and is there an extra charge?
• How do you prioritise calls, and what happens after hours?
• What happens to our accounts and data if we leave?

If you are already with a provider, our guide to switching IT provider explains how a handover works. For pricing questions, see what managed IT support costs a design practice.

How Sweeney Computer Services works as your IT support provider

Oliver Sweeney founded the company in 1985. Today, we support more than 50 businesses and more than 10 schools from Hurdlestown, Kells, Co. Meath. For engineers and architects, we look after workstations, file access, backup and security. This is part of our Managed IT Support.

Our plans are Silver at €49, Gold at €69 and Diamond at €89 per user per month, excluding VAT. We bill Microsoft 365 licences separately. Gold includes email security, phishing awareness training and unlimited on-site call-outs. Our helpdesk is open Monday to Friday, 9am to 5:30pm.