IT Support

IT Support

Brenden and Liam at their desks in the Breakwater office.
Brenden and Liam at their desks in the Breakwater office.

If your laptop screen suddenly goes blue, or your OneDrive won’t sync, do you have someone you can rely on to fix it fast?

That’s where we come in. We have a team of knowledgeable engineers ready to fix your frustrating IT issues, fast.

Our IT support goes beyond just fixing errors. We routinely monitor your systems to identify problems; sometimes before you even know they exist; keeping your business running at its best.

And when it comes to IT, one size does not fit all. That’s why we offer IT support packages that can be built upon. This allows you to create a custom service tailored to your business needs.

Nowadays, IT is more than just your PC or laptop. It builds the foundations for collaboration and efficiency within your organisation. Let us support your business growth through innovative IT solutions.

Managed IT Support

Our managed IT support is an extension of your business – our team becomes yours.

Support is delivered per-user, regardless of the number of staff, servers, or network complexity. You’ll receive remote support from our service desk with three levels of expertise ready to solve even the most bizarre of IT problems.

If something goes wrong with your IT, don’t panic. You can contact us by phone, email, and within our client portal, the Breakwater Hub, where you can raise tickets and instant message with our engineers. The Hub also allows you to monitor all historical tickets, shop equipment, manage invoicing and quotes and more, putting you in control of your support.

Outside our core hours (8am-6pm), we’ll have someone on standby just in case something goes wrong. Additionally, 24/7 support is available if required.

We have a team of Account Managers, including our Co-CEO’s, who are dedicated to looking after you. They’ll meet with you regularly to gather feedback, share our latest insights and work with you on IT roadmaps and forecast budgeting. This means no nasty surprises down the road.

As a Breakwater client, you’ll also receive regular emails and updates with free guides, security tips, and more. As well as in-person events, such as our annual Cyber Security Conference.

As part of our managed IT support, you’ll receive 24/7 proactive monitoring, continual auditing and reporting on your systems, daily backup monitoring with monthly testing, equipment auditing, and web browser and email security.

Keeping your business secure sits at the core of the support we provide. That’s why we also include a range of security tools in our IT support, such as phishing simulations, an app protection policy, vulnerability scans and more.

We’re also proud to be a Microsoft Partner. This means that you benefit from the highest standard of support and knowledge on Microsoft products.

Any onsite work conducted under this support package will come at an additional cost.

Support for Internal IT Teams

In addition to our fully managed support, we can join forces with your existing, internal IT staff to provide them, and you, with extra support and expertise.

Whether you need additional help from our service desk team in resolving IT queries, or in the management of your systems and security, we work with the team you have.

This is a tailored package based on the existing infrastructure and team you have in place.

Office 365 Support – Field Employees

Do you have staff who, rather than having a physical workstation, spend their time working on the move?

Rather than support these employees with our standard support package, where much of the support included is not necessary, we offer an Office 365 support package.

This means we can manage their Office 365 licencing and security, alongside any support needed to work effectively on the road.

Out of Hours Support

Our office hours are 08:00 – 18:00 Monday to Friday. But, we understand that sometimes you need to be flexible with your hours.

That’s why we have critical out of hours support available.*

Our critical out of hours are 18:00 – 22:00 Monday to Friday, and 09:00 – 17:00 Saturday and Sunday.

In addition to this, we do also offer 24-hour support packages. Get in touch if you’d like to know more.

*This service is for business critical incidents and is an additional charge.


Other Support Packages

We also offer smaller packages, allowing us to focus on particular areas of your IT that you need support with. This includes device monitoring, router/firewall, servers, and telephone systems. For full details on these support packages, get in touch with our team today.

IT Support FAQs

What is Managed IT Support?

Managed IT support is the process of outsourcing your IT infrastructure to a third-party organisation, such as Breakwater. Our team becomes an extension of yours. Managing everything from software installation, hardware monitoring and offering technical support when things don’t quite go right.

What size businesses and sectors do you support?

We support established businesses with 10 or more employees across all sectors. We currently support clients in tourism, charity, retail, professional services and much more.

Do you only support Norfolk-based businesses?

Nope! Whilst the majority of our clients are local, we also support businesses across the UK! Our service is focused on remote support. This allows us to minimise downtime with instant fixes, rather than you waiting for an engineer.


However, if and when you need us onsite, we’ll be there.

Migrant Help Logo
Super fast service, excellent communication, made for an extremely easy resolution, very impressive.
Andrew Marsh, Migrant Helpline Ltd

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Our clients

Blue Sky Leisure logo
East Anglian Air Ambulance
The Forum logo
Indigo Swan
Allen and Page
Snelling Business Systems
NDA Logo
Unity Schools Partnership
Costessey Town Council

Key Documents

Find out more about the key services that form our expert IT support.

IT Support Infographic
Breakwater IT Logo on T-Shirt with Windows Laptop in the Background
Client Story

Unity Schools Partnership

Making systems uniform to improve collaboration.
View Client Story
Unity Schools Partnership