Technology Built Around Response Time
Yitzchok Schlesinger of Global Tech Solutions \ Secure Technologies
Most IT support doesn’t start with a fix. It starts with a ticket — logged, queued, and waiting.
Global Tech Solutions \ Global Secure Technologies are structured differently. When a client calls, the first person who answers is a technician, not a receptionist.
The Brooklyn-based companies together handle IT support and low-voltage systems for businesses across the U.S. The work spans computers, networks, security, cameras, intercoms, and access control.
The structure grew out of experience. Global Tech Solutions began as an IT company, handling day-to-day computer support and cybersecurity. Over time, the team realized that many problems didn’t stop at software. Workstations needed wiring. WiFi required infrastructure. Security systems depended on proper installation. That led to the creation of Global Secure, covering low-voltage systems alongside IT support.
Rather than separating those functions, the companies operate as one system.
Availability is the organizing principle. Schlesinger explained that the company deliberately overhires to keep coverage high. Today, roughly 150 technicians support 47,000 end users across 42 states, allowing the team to respond within four minutes.
When a client reaches out, they don’t start with a ticket desk. Calls are answered by an in-house group known as Team Gold — level-one technicians who resolve about 80 percent of issues immediately. Password resets and common access issues are handled on the first call, without escalation.
“You don’t have to wait for someone to call you back,” said Yitzchok Schlesinger of Global. “Most problems are taken care of right away.”
Security practices are built into that workflow. Two-factor authentication is standard, and quick fixes don’t bypass safeguards.
For situations that fall outside routine support, the company added a Customer Success Team. Each client has a named advocate inside the organization — someone who can be contacted directly if issues aren’t being resolved and stays accountable until problems are closed.
Growth, Schlesinger noted, only works if service stays consistent.
This was the company’s fourth year exhibiting at OJBA. One relationship that began at a previous show turned into an active client after Schlesinger had the chance to walk through how the system worked — from first call to resolution.
Watch Yitzchock explain how Global Tech and Global Secure handle IT and low-voltage support.
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