🔎 What Do We Mean by "Tools & Resources"?
For Swazzy, tools and resources are the essential apps, platforms, and reference materials that enable our support technicians to deliver fast, accurate, and professional customer service.
- Tools → The actual software, utilities, and systems you use daily (ticketing systems, remote support, diagnostic utilities).
- Resources → The reference sites, knowledge bases, communities, and guides you rely on to quickly find answers, troubleshoot issues, and stay current with best practices.
Together, they form your support toolbox — ensuring you can solve problems efficiently, communicate clearly, and provide world-class customer service.
📌 Core Tools for Swazzy Technicians
These are platforms and utilities you should be comfortable with and use regularly:
- Zoho Desk – Ticketing and customer support platform (our HelpHub).
- Zoho CRM / Books / Billing – Customer account info, billing, and history.
- Aircall / Microsoft Teams / Outlook – Communication with customers and internally.
- Remote Support Utilities – Quick Assist (Windows), Splashtop SOS, TeamViewer, or RMM tools like Atera.
- Annotation Tools – Lightshot (for professional screenshots with annotations).
- Monitoring & Admin – Atera console, Zoho monitoring dashboards, Windows Admin tools, Draytek and Unify Dashboard
🌐 Key Resources & Reference Websites
Here’s a curated list of must-have online resources every Swazzy support technician should bookmark:
🔧 Technical Reference & Troubleshooting
- Microsoft Learn / Docs – learn.microsoft.com
Official documentation for Windows, Office 365, Azure, troubleshooting & admin tools.
- Windows Release Health – docs.microsoft.com/windows/release-health
Stay updated on Windows updates, issues, and known fixes.
Reddit Tech Communities –
Real-world advice and troubleshooting scenarios from IT pros.
- How-To Geek – howtogeek.com
Simple explanations for Windows, networking, and general IT fixes.
- BleepingComputer – bleepingcomputer.com
Malware removal guides, Windows errors, cybersecurity news.
- Spiceworks Community – community.spiceworks.com
IT forums for troubleshooting, vendor Q&A, and peer advice.
📡 Networking & Connectivity
- Ubiquiti Help Center – help.ui.com
Guides and troubleshooting for UniFi and AirMax products we use.
- Cisco Networking Basics – cisco.com/c/en/us/support
Networking fundamentals and troubleshooting guides.
- DNS Tools – dnschecker.org
Check DNS propagation and resolve domain issues.
🔐 Security & Best Practices
- MSRC Security Updates – msrc.microsoft.com/update-guide
Microsoft’s security update guide (monthly patch notes).
- NIST Cybersecurity Framework – nist.gov/cyberframework
Reference for best practices in IT security.
- Have I Been Pwned – haveibeenpwned.com
Check if emails or accounts are compromised.
💡 General IT Knowledge & Learning
- CompTIA IT Fundamentals / A+ Resources – comptia.org
Industry-standard certification resources are great for learning basics.
- Stack Overflow – stackoverflow.com
Developer and IT Q&A for scripting, automation, and troubleshooting code.
- Swazzy Knowledge Hub (Hudu / docu.swazzy.io)
Internal documentation and guides tailored for our systems, clients, and processes.
✅ Best Practice for Using Tools & Resources
- Always double-check accuracy before sharing a solution with a customer.
- Use official documentation first (Microsoft, vendor sites) to ensure credibility.
- Keep bookmarks organized in folders: Windows, Networking, Zoho, Security, etc.
- Share knowledge – if you find a resource useful, add it to Swazzy’s internal knowledge base (HelpHub / Hudu).
- Professionalism matters – clear, accurate references = faster resolution + customer confidence.