Shared IT Staff · Vancouver, BC

Shared IT Staff: Your Own Hexafusion Technician, Onsite

Some teams need more than a ticket queue. If you have 50 or more users and your operations run best with a familiar face at the front of house, Hexafusion can embed one of our technicians at your office on a shared-staff basis, backed by our full support team, tools, and escalation path.

How shared IT staff works

Shared IT staff is an embedded on-site support model available to Hexafusion managed IT clients on our Professional or Enterprise plans. When you qualify and your request is approved, we assign the Hexafusion technician who already knows your environment the best and place them onsite at your office for a defined portion of the working week.

During their onsite hours, they prioritize your queue. Outside of that window, they remain part of our wider Hexafusion support team, absorbing overflow tickets and running projects for other clients. You get continuity, familiarity, and physical presence without the cost and complexity of an in-house hire.

Who this is for

• 50 or more users. Below that headcount the math almost never works out, for you or for us.
• Multi-floor or multi-building offices where frequent walk-up hardware issues, hot-desking, and meeting-room fire drills justify a physical presence.
• Organizations with workflow-disrupting software, dental imaging servers, CAD workstations, BIM environments, legal document management, practice-management platforms, where physical troubleshooting is still often the fastest path.
• Client teams that already have an office manager or operations lead who works best with a named, familiar IT point of contact rather than a rotating queue.
• Firms preparing for audits, renewals, or rollouts, SOC 2, PCI, cyber insurance renewal, new office opening, office relocation, or large deployment, where an onsite body for a defined period reduces risk.

Who this is not for

Shared IT staff is approval-gated for a reason. Placing a Hexafusion technician at a client site is not always the right answer. We will say no to requests where:

• Your issues are predominantly remote-fixable and an onsite presence would be under-utilized.
• You are looking for a full-time, dedicated employee, that is a hiring decision, not a managed service.
• Your environment is best handled by the whole Hexafusion team working in parallel, not a single embedded person.
• The role being requested crosses into areas outside an IT technician's scope (facilities management, AV production, front-desk reception, etc.).

Your responsibilities

The shared-staff model depends on a small set of client-provided essentials so the technician can actually do their job onsite. You will provide:

What Hexafusion provides

• The technician. Selected from our roster based on familiarity with your environment, your practice-management software, and your industry context. You are not assigned someone new who has to learn everything from scratch.
• Their laptop, tooling, and licences. Hexafusion PSA access, RMM agent console, documentation platform, password vault, and all the operational tools needed to service your tickets.
• Escalation path. The embedded technician is backed by our full support team, senior engineers, security team, and founder-level oversight. Complex issues escalate in minutes, not days.
• Continuity of coverage. When your embedded technician is sick, on vacation, or on a course, your tickets route seamlessly to the Hexafusion queue. No gaps.
• Ongoing training. Their certifications (CompTIA, Microsoft, Cisco) are kept current on our budget, not yours.
• Documentation ownership. Every action the embedded technician takes is documented in our shared platform so the knowledge lives in the company system, not one person's head.

What stays on the Hexafusion side

The embedded technician remains a Hexafusion employee. You are not the employer of record. We handle payroll, benefits, vacation coverage, statutory leave, training budget, performance management, and HR matters. Our contract with you covers the shared-staff time commitment, response targets, and scope, not an employment relationship between you and the technician.

This distinction protects both sides. You do not take on the liability and administrative load of a full-time IT hire. The technician maintains career growth, peer support, and specialist access on the Hexafusion side. And when your needs change, you are not facing a wrongful-dismissal situation.

How the shared queue works

When your technician is onsite, your tickets have priority routing. Our dispatcher directs incoming requests to them first, with automatic escalation if they are tied up with another user at your location. When they step away from your office, for instance, during the half-days they spend on Hexafusion-wide projects or professional development, your tickets route to the main Hexafusion queue, where the same 15-minute initial response commitment applies.

This balance is what keeps the service financially workable. A fully dedicated resource you would pay the equivalent of a salaried employee for. A shared resource with full-team backing gives you the best of both models: familiarity, presence, and continuity at a price that actually fits a mid-market IT budget.

Approval process

1. Request. You submit a shared-staff request through your account manager or via the form below.
2. Review. Hexafusion assesses your current ticket volume, onsite event frequency, environment complexity, and the operational case for embedding a technician versus adjusting your remote coverage.
3. Fit check. We identify the Hexafusion technician whose background best matches your environment and confirm their availability.
4. Proposal. We return a written scope: days and hours onsite, priority-routing windows, reporting line, pricing, and a 60-day review point.
5. Onboarding. Your host contact and the assigned technician meet onsite. Badge, workspace, and orientation are completed on day one.
6. 60-day review. We re-assess whether the shared-staff model is delivering the expected value. Either side can adjust the cadence or wind it down with reasonable notice.

Shared IT staff vs other options

Response and resolution times still apply

Shared IT staff is additive, not a replacement for your managed IT plan. All plan-level commitments still apply: 15-minute initial ticket response during coverage hours, emergency on-site windows based on drive time from our downtown Vancouver office, and same-day resolution on Professional and Enterprise plans where Hexafusion manages your network infrastructure, barring force-majeure events. For details see our Vancouver response-time commitments.

Frequently asked questions