IT Operations & Help Desk

Infrastructure run by humans. Tier-1 run by AI.

One unified practice: senior LATAM operators on infrastructure, networks, and cloud; an AI front-line on help-desk tickets, with human escalation for everything that matters. Combined, this is how Acerti runs IT for mid-market North American teams 24/7.

View delivery models →

1// AI-reviewed PR · senior LATAM engineer

2async function checkout(({ cart, user }) {

3 const total = price(cart);

4 if (!user.verified) throw new AuthError();

5 return stripe.charge({ total, user });

8// ✓ 0 defects · 12/12 tests · merged in 2h

Reviewed · React 18 · Stripe~30% fewer defects

~0%

Tier-1 deflection by AI

~0%

Help-desk staffing savings

24/7 follow-the-sun

Coverage

WHAT WE DELIVER

Services we deliver.

AI tier-1 help desk

Voice + chat. Password resets, access requests, software troubleshooting, common hardware issues. AI handles roughly 80% of routine tickets without human intervention.

Senior tier-2 escalation

Senior LATAM IT consultants pick up everything the AI hands off. Endpoint, identity, network, application troubleshooting — same English fluency, full context attached.

Server administration

Windows Server, Linux (RHEL, Ubuntu, CentOS Stream), VMware, Hyper-V. Patch, harden, monitor, recover.

Managed network services

Switching, routing, firewalls, SD-WAN. Cisco, Fortinet, Palo Alto, Meraki. Site-to-site VPN, cloud network design, 24/7 monitoring.

Cloud infrastructure

AWS, Azure, GCP day-2 operations. IaC with Terraform, Pulumi. Cost and reliability engineering. Disaster recovery with tested RTO/RPO targets.

Endpoint & identity

Intune, JAMF, Workspace ONE for endpoints. Okta, Entra ID, Google Workspace for identity. Joiner-mover-leaver flows, MFA hygiene, compliance reporting.

Security operations

Endpoint, identity, log aggregation. Compliance-aware operating procedures for SOC 2, HIPAA, PCI environments.

Monitoring & observability

Datadog, New Relic, Grafana, Elastic. Alert hygiene that does not page on noise. AI anomaly detection layered on your existing stack.

How AI shows up here

AI picks up first

Voice and chat tier-1: password resets, access, common software issues handled without human intervention. ~80% of routine ticket volume resolved by AI.

→

Confidence threshold + intent rules

Hard rules (compliance-sensitive) plus confidence scoring trigger handoff to a human consultant. No silent failures.

→

Senior LATAM consultant takes over

Full context attached. C1+ English, same response quality. The handoff feels like a transfer, not a restart.

→

AI-assisted runbook authoring

We use AI to generate first-draft runbooks against your environment; senior operators review and own them. Knowledge base stays current — most help desks skip this part.

✓

RECENT WORK

What it looks like in production.

Mid-market IT help desk + managed infra · SaaS

“Pick-up time dropped from 12 minutes to under a minute and pager noise across our AWS and Azure footprints fell ~60%. The AI agent handles password resets all night and our senior LATAM operators own the rest.”

Priya N. · VP IT · 800-person SaaS, NYC

<60s

Median tier-1 pick-up time

~80%

Tier-1 deflection by AI

60%

Reduction in on-call paging

99.95%

Service availability

Have a project waiting on the right team?

Get a senior LATAM team scoped, interviewed, and shipping in under two weeks.