Systems and methods for hybrid delivery of remote and local technical support via a centralized service

A method for managing delivery of remote online support services and local onsite support services to a device at a premise, the method comprising:

• (a) assigning, by a centralized service a first local technician to provide onsite support service at a premise for a predetermined amount of time comprising a fixed portion of a time to resolve an issue with device, the first local technician performing a first task during the onsite support service for a device at the premise, the local technician having a first type of skill from a plurality of skills;
• (b) receiving, by the centralized service, identification by the first local technician of the issue with the device and status of the first task, resolution of the issue comprising a plurality of tasks, each of the plurality of tasks to be performed by one or more technicians having a corresponding skill type from the plurality of skills;
• (c) assigning, by the centralized service, a second task of the plurality of tasks to a second remote technician of a plurality of remote technicians, the second remote technician to perform the task on the device via a network connection to the device;
• and
• (d) determining, by the centralized service, status of resolution of the issue via status of the first task performed by the first local technician at the premise and status of the second task performed by the second remote technician via the centralized service.

A system for supporting delivery of remote online support services and local onsite support services to one or more devices at one or more premises, the system comprising:

• an interface of a centralized service for receiving identification of a plurality of issues, each of the plurality of issues identified by local technicians for devices at a plurality of premises, each of the local technicians providing onsite support service at a premise for a predetermined amount of time comprising a fixed portion of a time to resolve issues with the devices;
• an engine of the centralized service determining resolution of each of the plurality of issues comprises a plurality of tasks, each of the plurality of tasks to be performed by one or more technicians having a corresponding skill type from the plurality of skills;
• one or more work queues for assigning each of the tasks for each of the issues to a remote technician of the one or more remote technicians based on the remote technician having the corresponding skill to perform the task, the remote technician performing an assigned task on a device via a network connection to the device;
• wherein the centralized service determines status of resolution of each issue of the plurality of issues based on status of each task of the plurality of tasks for resolving the issue.