IT Support

IT Response


Roles & Responsibilities

The roles and responsibilities of an IT response team can vary depending on the specific needs of an organization. In general, the IT response team is responsible for managing and responding to incidents and issues related to the organization’s IT systems and infrastructure.


  • Technical Lead: The Technical Lead is responsible for overseeing the technical aspects of the incident response, including identifying the root cause of the incident and implementing solutions to resolve it.
  • Communications Lead: The Communications Lead is responsible for coordinating all communication related to the incident, including communicating with users, other teams and departments, and external stakeholders.
  • Operations Lead: The Operations Lead is responsible for ensuring that the organization’s IT systems and infrastructure remain operational during the incident response, and for implementing any necessary measures to maintain availability and reliability.
  • Support Lead: The Support Lead is responsible for providing support and assistance to users who are affected by the incident, and for coordinating the resolution of any issues or problems that may arise.
  • Documentation Lead: The Documentation Lead is responsible for documenting the incident response process, including recording details of the incident, the actions taken to resolve it, and any lessons learned.


Some of the specific responsibilities of an IT response team may include:

  • Monitoring the organization’s IT systems and networks for potential incidents or issues
  • Responding to incidents and issues in a timely and effective manner
  • Coordinating with other teams and departments to resolve incidents and issues
  • Providing support and assistance to users who are experiencing problems with the organization’s IT systems
  • Documenting and reporting on incidents and issues, including root cause analysis and resolution
  • Developing and implementing strategies and plans to prevent and mitigate incidents and issues
  • Keeping abreast of new technologies and developments in the field of IT, and applying them to improve the organization’s IT systems and response capabilities

Overall, the goal of an IT response team is to ensure that the organization’s IT systems and infrastructure are reliable and available, and that any incidents or issues are quickly and effectively addressed.

techbrain team
Technical Skills

Technical skills required in
a response team member

In general, an incident response team member should have a strong foundation in IT and a wide range of technical skills, including:

  • Knowledge of the organization’s IT systems and infrastructure.
  • Experience with incident response processes and procedures.
  • Strong problem-solving and analytical skills.
  • Knowledge of relevant technologies and tools.
  • Strong communication and collaboration skills.

In addition to these technical skills, an incident response team member should also be able to handle stressful situations and work well under pressure, as incident response can be a demanding and challenging field.

it response team member

TechBrain’s response team

The essence of TechBrain’s Response Team is to resolve issues, manage client expectations and to identify patterns and issues in our process and delivery to ensure we improve.

Some services that we offer include on-site IT support, security monitoring, remote access tools, the most updated diagnostics software, remote connectivity, and first level support of third party desktop software.

Our Response Team are your first line of defense. If you need IT support, our Response Team can provide:

  1. Is your single point of contact
  2. Sets expectations for clients in the service delivery process so we ensure they excel
  3. Handle all reactive issues
  4. Dispatch jobs to other parts of the business
light bulb, idea

Our solution

The performance of the Response Team is measured by happy clients and we quantify that using the Net Promoter Score.

Our Response Team engineers feel they have a rewarding job because clients get to know them and they enjoy the strong client relationships that they develop.

  • A single point of contact for reactive support
  • Phone, email, a support portal, and monitoring alarms
  • A relational support model based on the client’s specific needs
  • Escalation of reactive issues within the engineering team and, where necessary, to on-site support

On-site support:

For issues that can’t be resolved remotely we have dedicated specialists who provide exceptional on site support to clients.
Well trained, experienced, friendly and with strong communication skills, our on-site Response Team engineers are loved by our customers.


How important is location to an incident response team?

The location of an IT incident response team is important for ensuring that the team can respond quickly and effectively to incidents and issues, and that it has access to the necessary resources and information to do so.

What's the goal of an incident response team?

An incident response team is responsible for managing and responding to incidents and issues related to the organization’s IT systems, with the goal of minimizing the impact of those incidents on the organization and its users.