Managed IT Services in Central Texas
The Managed Service Program is Engineer Austin's monthly IT service for small and mid-sized organizations across Central Texas, run from Georgetown and delivered mostly remotely. Helpdesk, monitoring, patching, network management, backup verification, endpoint protection, Microsoft 365 administration and documentation come in one program sized to your devices and people, with our team working to house standards set by a licensed Professional Engineer.
One program. Everything on this list.
No bronze, silver or gold. Every client receives the same scope; only the counts change.
- Helpdesk, remote and on site. Business-hours support for workstations, laptops and phones. Give us a start date and the new hire has an account and a working computer that day: an existing machine re-imaged and secured where the assessment shows it is sound, or a new one configured and shipped ahead. Accounts are disabled the day someone leaves.
- Monitoring through our RMM platform. Disk, CPU, memory and service health on every server, with alerts acted on before they become outages.
- Patching, including firmware. Operating systems, supported applications and managed firewalls, switches and access points, in scheduled windows with notice.
- Network device management. Configurations backed up (switches automatically) and firewall rules administered. Access points, switches and wireless links report to management servers we run ourselves: 378 sites and more than 1,600 devices today.
- Backup verification. Jobs monitored and test restores run wherever we deployed the tooling, so the copy is known to work.
- Endpoint protection. Microsoft Defender for Business or a third-party EDR on every covered machine; remote-control tools you did not authorize removed.
- Microsoft 365 administration. Users, licenses, MFA, Conditional Access and recovery. You keep the tenant, the domain and the Global Administrator credentials.
- Vendor management. Warranties, ISP and carrier tickets and line-of-business escalations run through us: one number to call.
- Secure equipment retirement. When a computer, server or drive is retired, its storage is wiped or physically destroyed before it leaves your control, and the serial number goes on a disposal record you keep.
- Co-managed IT. If you have an IT person, we take monitoring, patching, backup verification, documentation and escalation; they keep day-to-day control. Teams that only need a senior escalation path can use our tier 3 support.
- Documentation and planning. Inventory, addressing, diagrams and configuration records kept current; quarterly business reviews; an annual infrastructure assessment ahead of your budget cycle.
For Texas public entities: we enroll staff and officials in the state-required annual cybersecurity training and track completion. Board members and other account-only people are covered as mailbox-only users, a lighter rate for account administration, password and MFA resets and recovery.
What to expect when you call
Written into every Managed Service Program. Business hours are Monday to Friday, 8:00 AM to 5:00 PM Central.
| Situation | Response target | What happens next |
|---|---|---|
| Remote request during business hours | Within 2 hours | Worked from your included hours; non-critical items resolved the same business day where possible |
| On-site visit when remote work cannot fix it | Scheduled within 1 business day | On site within five business days, sooner by agreement |
| After-hours or weekend request | 4-hour callback | By arrangement at the after-hours rate |
| Emergency: outage, security incident, imminent threat | Within 1 hour | Continuous effort until restored, at the emergency rate |
| Automated device health and endpoint alerts | Automated, continuous | Alerts reviewed in business hours; escalated by severity |
| Scheduled maintenance and patching | Pre-arranged with notice | Included |
Send requests to support@engineeraustin.com or call (512) 481-2710. Every request receives a reference number and is logged to resolution, and the technician who closes it confirms with you directly. Clients who need one can ask for a periodic or monthly summary of requests, resolutions and status. We do not guarantee uninterrupted or error-free operation, and we will not tell you otherwise.
Outside the monthly fee, stated plainly
The fee covers the labor to run what you have. These are quoted separately, and nothing is ordered until you approve it in writing.
- Hardware: computers, servers, network gear, UPS units, peripherals.
- Software and licenses, quoted in writing, or bought direct by you.
- Major projects: server replacement, cloud migration, network redesign, structured cabling.
- After-hours, weekend, holiday and emergency work, by arrangement.
- Formal compliance attestations (HIPAA, PCI DSS, CJIS, CMMC, SOC 2). We advise; we do not certify.
- Printer repair and consumables (printer connectivity help is included), and vendor-managed line-of-business applications.
How the program is sized
The fee is built from counts: workstations and laptops, servers, network devices, network-attached storage, users and mailbox-only users, plus a block of included monthly hours for remote and on-site work.
Counts are reviewed monthly and changes appear on the next invoice. On-site time is portal to portal, with no mileage. A spare in a closet stays unmanaged at no charge.
Onboarding, in the order it happens
We assess first, write it down, get your written approval and only then buy anything. After the first visit, most of the work is remote.
Assessment visit
Every device is inventoried on site and what can be fixed is fixed the same day, with the as-found configuration saved first and your sign-off before anything changes.
Report, plan and approval
Within ten business days: a written assessment report, a technology modernization plan and a firm hardware quotation, prepared and checked by our team to standards set by our licensed engineer. You approve the scope in writing, at your pace.
Build and migrate
We supply business-class machines only, on Windows 11 Pro, because the Home edition cannot be managed or encrypted to a business standard. Approved hardware is imaged, hardened, encrypted and enrolled before it ships, with no separate setup charge. Your Microsoft 365 tenant is built or migrated remotely, the source untouched until the copy is verified.
Onboarding, then the program begins
A live session confirms MFA works for every user and runs a test restore while you watch. You receive a plain-language restore procedure, and the program starts.
The program changes as the field does. Our house standards are revised after every job and carry a numbered pitfalls list, each entry from a real site. Platforms are re-evaluated yearly; cellular and satellite failover, Wi-Fi 7 access points and Microsoft 365 security baselines are recent additions to the standard build. Each quarterly review tells you what changed and whether it affects you.
How AI speeds this up for you
Our staff use AI assistants inside approval-gated tooling to draft and cross-check inventories, patch reports and quarterly review notes from the monitoring logs, so their hours go to judgment rather than typing. Every AI-assisted change is reviewed by a person, logged with a rollback and approved before it runs; no client credential is ever pasted into a public AI tool. How we use AI.
Documentation you own
- Assessment report with every device assigned a disposition: Retain, Upgrade, Reassign, Repurpose, Replace or Retire
- Technology modernization plan with replacement cycles and a budget outlook by year
- Inventory, IP addressing, network diagrams and configuration records, kept current
- Microsoft 365 security configuration in writing
- One-page restore procedure, tested live with your staff and re-verified yearly
- Quarterly review notes, the annual assessment and an equipment replacement-priority sheet before each budget cycle
- A disposal record for every retired computer, server or drive
- On exit, your data, credentials and administrative access returned promptly on request; our scripts, templates and custom configurations remain our intellectual property, licensed for your use while you are a client
Accountability has a name and a license
Engineer Austin is Texas Registered Engineering Firm F‑15739. The program runs on engineering principles under a licensed engineering firm: the assessment and modernization plan behind it are prepared and checked by our team to standards set by our licensed engineer, every change is scripted with a rollback, and the service is held to a professional standard of care rather than a sales target.
Who this is for: cities, counties, groundwater and utility districts; water and wastewater operators; medical practices and home-health agencies; schools, churches and nonprofits; legal, accounting and real-estate offices; and field businesses such as contractors, quarries and lumber yards, from two people to hundreds of devices across several sites. Platforms we manage: Microsoft 365, Windows Server, Hyper-V, VMware, Veeam, Synology, MikroTik, Fortinet, Ubiquiti and Zyxel. The program draws on our cybersecurity, Microsoft 365, backup and network engineering services.
Managed IT, answered plainly
Do you offer different service tiers?
No. There is one Managed Service Program and one scope; only the size changes. A two-person office and a multi-site organization with hundreds of devices run the same program, priced from the counts of what is under management.
How is the monthly fee calculated?
Each device and user category has a unit rate, and the program includes a stated number of hours each month. Counts are reviewed monthly and changes appear on the next invoice. Hardware, licenses, projects and after-hours work are quoted separately and never ordered without your written approval. We do not publish dollar figures; a written quotation follows the assessment.
How long is the contract?
Terms are set out in a written agreement, agreed before any work starts. Texas public bodies receive terms written for public-entity requirements.
Do you provide support after hours?
Yes, by arrangement. After-hours and weekend requests receive a four-hour callback and emergencies a one-hour response, outside the monthly fee. Automated monitoring runs continuously. We do not advertise round-the-clock staffed support, and we schedule disruptive maintenance for after-hours windows so it does not interrupt your staff.
We are several hours from Georgetown. Can you still manage our systems?
Yes. Most work is remote, and an on-site visit is scheduled within one business day when remote work cannot resolve an issue. Remote sites can have a recurring on-site day for preventive maintenance and a check-in with staff, drawn from the included hours, or a scheduled annual on-site day for inspection, approved installs and the annual assessment.
Equipment ships from our office preconfigured. Warranty units go to the manufacturer's depot on a prepaid label we arrange, bench repairs return within about a week, and a configured loaner stays on site where the assessment allows one.
What happens if we leave?
You leave with what is yours. Your data, tenant, domain, Global Administrator credentials, the hardware and licenses you bought, and the documentation of what is installed belong to you, and nothing we deploy locks your accounts or data to us. On request we return data, credentials and administrative access promptly and hand the current inventory, diagrams and restore procedure to whoever follows. Our scripts, templates and custom configurations are our intellectual property, licensed for your use while you are a client.
Can you work with our existing IT person?
Yes. Your IT person keeps day-to-day control and remains the first call for staff; we take the work that is hard to cover alone: monitoring, patching, backup verification, documentation and escalation. Scope is written into the agreement, both sides share the same documentation, and the program is sized to the devices we actually cover.
Start with a written assessment.
Tell us what you have and what is not working. Someone from our team, not a salesperson, replies within one business day by email or phone, and brings in our engineer when your request needs one. The assessment report is yours to keep whether or not you buy anything.