Mentor & Helpdesk Competencies

Over 500,000 tickets resolved each year

Average 7.5 year mentor/technician tenure

At least 13 certifications per mentor/technician

85% first-call remediation in the last 5 years

94% first-call remediation in the last year

80% of calls are answered in less than 90 seconds

Live Chat average wait time is 30 seconds

Who comprises the technical team?

At Kovir, we refer to our technical team as mentors.

This comes from our background in providing eLearning support solutions and our ‘how to’ training approach to each support interaction. Kovir’s mentors are carefully selected for their expertise, real world experience, and enthusiasm for all things technical, and that’s only the beginning. 

Our development system ensures rigorous standards for quality support are evident with every interaction. Each mentor is committed to perpetual skills advancement, so you can always be sure you’re clients are getting access to the most current and knowledgeable support available. 

For Kovir, it’s not just about how smart our experts are – it’s about how effectively they help IT professionals and end users succeed and make a measurable impact on your business.

Available 24/7/365

HIPAA Compliant

ITIL Process Driven

100% North American Based

Microsoft Certified Experts

As a Microsoft Gold Partner, our team get’s access to training and early access to new software that ensures we always stay a step ahead of the marketplace. Our team’s Microsoft certifications include:

  • Microsoft Certified Solutions Expert (MCSE)
    • Server Infrastructure: Designing and Implementing a Server Infrastructure
    • Desktop Infrastructure: Implementing a Desktop Infrastructure
    • Private Cloud certification: Configuring Advanced Windows Server Services + Monitoring, Operating, Configuring and Deploying a Private Cloud with System Center 
    • Enterprise Devices and Apps: Configuring & Supporting Windows + Deploying Windows Devices and Enterprise Apps
    • Data Platform: Administering Microsoft SQL Server Databases + Designing Solutions for SQL Server
    • Business Intelligence: Designing Business Intelligence Solutions with Microsoft SQL Server
    • Messaging: Microsoft Exchange Server 
    • Communication: Microsoft Lync Server 
    • SharePoint: Microsoft SharePoint Server + Office 365 Services
    • Security: Microsoft Windows MCSE on Microsoft Windows Server 
  • Microsoft Certified IT Professional (MCITP) Winders Server 2008
    • Windows Store Apps 
    • Web Applications
    • SharePoint Applications
    • Application Lifecycle Mgmt.
    • Microsoft Visual Studio 
    • Microsoft .NET
  • Microsoft Certified Solutions Associate (MCSA)
    • Microsoft Windows 
    • Windows Server 
    • Office 365
    • SQL Server
  • Microsoft Certified Professional Developer (MCPD)
    • Windows Developer Visual Studio 
    • NET Developer Visual Studio
    • Enterprise Application Developer Visual Studio
    • MCPD on Microsoft Visual Studio
  • Microsoft Certified Application Specialist (MCAS)
  • Microsoft Certified Database Administrator (MCDBA) Microsoft SQL Server 
  • Microsoft Office 
  • Microsoft Office 365
  • Microsoft Certified Technology Specialist (MCTS)

•   .NET Framework 2.0 Windows & Web Applications

•   .NET Framework 3.5 Windows & Web Applications

•   .NET Framework 4.0, Windows & Web Applications 

•   Windows Server Virtualization, Configuration

•   Windows Server Active Directory Configuration

•   Windows Vista / 7– Configuration

•   SQL Server

•   SQL Server Business Intelligence

•   SQL Server DB Development

•   Windows Small Business Server

•   BizTalk Server

•   Enterprise Project Management with Microsoft Office Project Server

•   Microsoft Office Communications Server

•   Microsoft Office Groove 2007, Configuration

•   Microsoft Office SharePoint

•   Microsoft Exchange Server

•   Windows Mobile 5.0, Applications

•   Windows Mobile 5.0, Implementing and Managing

•   Windows SharePoint Services 

Cisco Certifications

  • CCENT – Cisco Certified Entry Network Technician
  • CCNA – Cisco Certified Network Associate 
  • CCDA – Cisco Certified Design Associate
  • CCNP – Cisco Certified Network Professional 
  • CCDP – Cisco Certified Design Professional 

CompTIA Certifications

  • CompTIA Network+
  • CompTIA Security+
  • CompTIA Project+DHTI+
  • CompTIA Linux+
  • CompTIA Server+
  • CompTIA A+ 

Additional Topics + Subject Areas

  • Citrix Amazon AWS
  • IBM Websphere
  • Lotus Notes
  • C and C++ Programming
  • Linux (LPI)
  • Novell
  • CIW
  • ITIL
  • Java
  • VMWare
  • IBM DB2
  • Unix
  • Oracle
  • Project Management
  • CWNA CEH (Ec Council)
  • Project Management
  • Finance Performance Management
  • Telephone Skills
  • Gaming Consoles
  • Instant Messaging Internet Safety Managing and Storing Images
  • Spyware / Virus removal Human Resources
  • Communication Workplace Aggression Team Building 
  • Change Management
  • Effective Presentations 
  • Career Development 
  • Marketing Motivation
  • Virtual Team Building 
  • Team Leadership
  • Human Resources 
  • Communication 
  • Workplace Aggression 
  • Team Building
  • Team Leadership 
  • Change Management 
  • Effective Presentations 
  • Career Development 
  • Time Management 
  • Budgeting 
  • Home Networking
  • Internet introduction 
  • E-mail use 
  • Web page/site creation and maintenance 
  • Project Management 
  • Finance
  • Performance Management 
  • Telephone Skills