Cousin IT: managed IT services and family tech support

International managed IT services with a family-first mindset

Technology should work for you, not against you. Whether you are managing a household with multiple devices, coordinating a small remote team, or simply trying to keep your digital life secure and functional, Cousin IT provides managed IT services that put clarity, consistency, and care at the centre of every interaction.

We specialise in IT support for families and small teams who need reliable, professional assistance without the complexity or cost of enterprise-grade contracts. Our remote IT assistance model means we can support clients across time zones, delivering help desk services, proactive monitoring, cybersecurity guidance, and cloud computing support wherever you are in the world.

Many families and small teams face the same challenges: forgotten passwords, devices that slow down over time, confusing software updates, network connectivity issues, and the ever-present risk of phishing attacks or malware. Traditional IT support often assumes you have an in-house team or a dedicated office infrastructure. Cousin IT takes a different approach. We recognise that your technology environment may include personal laptops, shared tablets, home Wi-Fi networks, cloud storage accounts, and a mix of operating systems and applications. Our technology support services are designed to meet you where you are, with documentation, transparency, and respect for your privacy.

Remote IT assistance works by establishing secure, consent-based access to the systems you need help with. We use industry-standard remote desktop tools, encrypted communication channels, and multi-factor authentication to ensure that every session is safe and auditable. Before we touch any device or account, we confirm your identity, explain what we will do, and document the work in a shared log. This approach aligns with recognised frameworks such as the NIST Cybersecurity Framework and guidance from CISA Cybersecurity Resources, ensuring that our practices reflect current best standards for security and privacy.

Our service model is built on three pillars: proactive maintenance, responsive troubleshooting, and continuous education. Proactive maintenance includes regular software updates, security patch management, backup verification, and system health checks. Responsive troubleshooting means you have a reliable help desk to call when something goes wrong—whether that is a printer that will not connect, an email account that has been locked, or a suspicious message that needs investigation. Continuous education ensures that you understand what we are doing and why, so you can make informed decisions about your technology.

We also provide guidance on cloud computing, helping families and small teams choose the right services for file storage, collaboration, and backup. Cloud platforms offer flexibility and resilience, but they also require careful configuration to protect your data and control costs. Cousin IT helps you navigate these choices with clear recommendations and ongoing support.

If you are ready to learn more about how managed IT services can bring stability and peace of mind to your digital life, we invite you to read the FAQ for answers to common questions, or visit our About Cousin IT page to understand our principles and approach in greater detail.

What Cousin IT manages: support, security, and stability

Our managed IT services cover the full spectrum of technology support that families and small teams require. We organise our offerings into six core categories, each designed to address specific needs while working together as a cohesive support system.

IT help desk

The IT help desk is your first point of contact for any technology question or problem. Whether you need help resetting a password, troubleshooting a software error, configuring a new device, or understanding a security alert, our help desk team is available to assist. We document every request, track resolution times, and follow up to ensure that issues are fully resolved. Help desk support is delivered remotely via phone, email, or secure chat, with screen-sharing available when visual guidance is helpful.

IT maintenance plans

Preventive care is the foundation of reliable technology. Our IT maintenance plans include scheduled system updates, security patch deployment, disk cleanup, performance optimisation, and backup verification. We monitor your devices for early warning signs of hardware failure, software conflicts, or security vulnerabilities, and we address issues before they disrupt your work or family life. Maintenance plans are tailored to your environment, whether that means a handful of personal devices or a small fleet of laptops and tablets used by a remote team.

Network management services

Your home or small office network is the backbone of your digital life. Our network management services ensure that your Wi-Fi is secure, your router firmware is up to date, and your devices can communicate reliably. We help you segment networks for guest access, configure parental controls, troubleshoot connectivity issues, and optimise bandwidth for video calls and streaming. Network management also includes monitoring for unauthorised devices and ensuring that your network configuration follows security best practices.

Cloud computing support

Cloud services offer tremendous benefits, but they require careful setup and ongoing management. Our cloud computing support helps you choose the right platforms for file storage, email, collaboration, and backup. We assist with account setup, permission management, data migration, and synchronisation troubleshooting. We also provide guidance on cost control, data sovereignty, and compliance with privacy regulations, ensuring that your cloud environment is both functional and secure.

Cybersecurity solutions

Security is not optional. Our cybersecurity solutions include multi-factor authentication setup, password manager deployment, phishing awareness training, malware scanning, and incident response planning. We help you understand the threat landscape, recognise suspicious activity, and respond appropriately when something goes wrong. Our approach is grounded in frameworks such as the NIST Cybersecurity Framework and guidance from CISA, ensuring that our recommendations are practical, evidence-based, and aligned with international standards.

Security is a practice, not a product. Every device, every account, and every user represents both an asset to protect and a potential vulnerability to manage. Our role is to help you build habits and systems that reduce risk without adding unnecessary complexity.

IT infrastructure management

Even small environments benefit from thoughtful IT infrastructure management. We maintain an inventory of your devices, software licences, and cloud subscriptions. We document your network topology, access controls, and backup procedures. We establish change management processes so that updates and configuration changes are planned, tested, and reversible. Infrastructure management ensures that your technology environment is not a black box, but a well-understood system that you can rely on and evolve over time.

How remote IT assistance is delivered

Our remote IT assistance process is designed to be transparent, efficient, and respectful of your time and privacy. Here is how we work with you from initial contact through ongoing support:

1. Initial consultation: We begin with a conversation to understand your technology environment, your current challenges, and your goals. This consultation is free and helps us determine whether our services are a good fit for your needs.
2. Device and account inventory: We create a detailed inventory of the devices, software, and cloud services you use. This inventory becomes the foundation for all future support and maintenance work. You retain full ownership of this documentation.
3. Onboarding and access setup: We establish secure remote access tools and authentication methods. You control when and how we can connect to your systems. Every access session is logged and available for your review.
4. Proactive monitoring: For clients on maintenance plans, we deploy lightweight monitoring agents that alert us to security updates, performance issues, and potential failures. Monitoring is configured with your consent and can be adjusted or disabled at any time.
5. Help desk requests: When you need assistance, you contact our help desk via your preferred channel. We triage the request, provide an initial response within agreed timeframes, and work with you to resolve the issue. Complex problems are escalated to senior technicians with relevant expertise.
6. Documentation and follow-up: Every support interaction is documented in a shared log. We provide summaries of work completed, changes made, and recommendations for future action. Follow-up ensures that issues remain resolved and that you are satisfied with the outcome.
7. Regular reviews: We schedule periodic reviews to assess the health of your technology environment, discuss upcoming changes, and adjust our support approach as your needs evolve.

Service coverage table (example scope)

The following table illustrates the types of coverage available across different managed IT support plans. Actual service scope is tailored to your specific environment and needs during onboarding.

Security, standards, and practical governance

Security is not a checklist; it is a continuous practice of risk assessment, mitigation, and adaptation. Cousin IT aligns our security posture with recognised frameworks and guidance from authoritative sources, including the NIST Cybersecurity Framework and resources from the Cybersecurity and Infrastructure Security Agency (CISA).

Our security approach includes the following core practices:

Multi-factor authentication (MFA)

We require MFA for all administrative access to client systems and strongly recommend MFA for all user accounts. MFA significantly reduces the risk of account compromise, even if passwords are leaked or guessed.

Patch and update management

We monitor for security patches and software updates, prioritising critical vulnerabilities. Updates are tested in non-production environments when possible, and we maintain rollback procedures in case an update causes issues.

Backup and recovery

We implement the 3-2-1 backup rule: three copies of data, on two different media types, with one copy stored offsite. Backups are encrypted, and we perform regular test restores to ensure data can be recovered when needed.

Least privilege access

Users and systems are granted only the permissions necessary to perform their intended functions. We regularly review access rights and revoke unnecessary privileges.

Incident response

We maintain an incident response plan that defines roles, communication channels, and escalation paths. In the event of a security incident, we work with you to contain the threat, assess the impact, and restore normal operations. We document incidents and conduct post-incident reviews to improve future response.

It is important to note that Cousin IT provides technology support and guidance, not legal or compliance advice. Our recommendations are based on industry best practices and authoritative guidance, but you remain responsible for ensuring that your technology use complies with applicable laws and regulations in your jurisdiction.

Next steps: choose support that stays consistent

Reliable technology support is not about heroic rescues; it is about consistent, thoughtful care that prevents problems before they disrupt your life. Cousin IT delivers managed IT services and technology support services with a focus on documentation, transparency, and respect for your autonomy.

We work with families who want their devices to be safe and functional without becoming a source of stress. We work with small teams who need professional IT consulting and support but do not require enterprise-scale infrastructure. We work with clients around the world, delivering remote IT assistance that adapts to your time zone, your language, and your unique technology environment.

If you have questions about how managed IT services can help you, we encourage you to visit our Managed IT support FAQ for detailed answers on topics ranging from help desk operations to cybersecurity and cloud support. To learn more about our principles, approach, and the team behind Cousin IT, please read our About Cousin IT page.

We are here to help you build a technology environment that works reliably, securely, and sustainably. Whether you need ongoing maintenance, one-time troubleshooting, or strategic guidance on your IT infrastructure, Cousin IT is ready to support you with clarity and care.