"Due to the confinement because of the COVID-19 pandemic, and for the fact that hackers have been improving their hacking techniques every day, a reliable IT support company is essential", says Jason Kidman, Founder and Chief Executive Officer at SOS|Support. SOS|Support is a company that provides all kinds of IT Support, including advanced cyber security, computer repair, networking, data recovery, and backup, IT consulting, and cloud computing. Jason's company, located in South Jordan in Utah, aims to help small and medium businesses by offering solutions to all IT, firewalls, networks, and computer issues. The company has received several awards in recent years for the high-quality service they provide. In this conversation with Business Upside, Jason Kidman shared his entrepreneurial journey, and talked about his idea of success, challenges that the industry faces, marketing strategies, satisfying moments, advice for newcomers, qualities he finds in employees, and his next mission. Edited excerpt of the Interview: Business Upside : How did you get your idea or concept for the business? Jason Kidman : I founded SOS| Support in 2004. I grew up with a love for computers and networking, and I was well versed in network and server troubleshooting and PC repairs from an early age. After graduating with a business degree, I started the company SOS|Support. : What was your mission at the outset? : Our mission is to provide proactive service and Support to our clients. We provide a personal touch to each relationship while maintaining excellent work performance and quality control. : Why do you think people will reach out to your company when they need IT Support? : Because of SOS|Support, technical specialists are available for any and every aspect of IT-related issues. Whether you're a small business needing an IT service partner every couple of months or a large business needing continual Support, besides, cybercrime has increased by 600% due to the confinement because of the COVID-19 pandemic. Since hackers have been improving their hacking techniques daily, a reliable IT support company is essential. : How do you market your business, and which method has been most successful? : Networking, referrals, and marketing campaigns. : What was your experience in the initial days? : I was in a one-person band for nine years. It was tough, and I became so stressed that I developed chronic health conditions. Trying to carry everything on your back is difficult. And as I tried to evolve into a true MSP, it wasn't possible being a single person to handle everything. : What have been some of the most important lessons that have influenced your work? : Lessons basically included how to run a business. I went through Goldman Sachs 10,000 Small Business (GS10KSB) program, which was a big commitment in 2015. This was a game changer. They say it's like "earning a master's degree but specifically for your business." I developed a growth plan and implemented it. Also, I have developed mentor relationships with some clients that have helped me a lot over the years. : What do you look for in an employee? : Pro-activeness, responsibility, innovation. : If you had one piece of advice for someone just starting, what would it be? : Listen to your customers. : What were the most significant roadblocks or challenges you had when you first started in the profession, and how did you overcome them? : Hiring my first employee - and then failing, and doing it again, and failing... Finally, deciding to take on debt to hire good employees and pay better rates, finding ways to build a team in a way we can afford (offshore experts), and building relationships with escalation contractor team(s) have enabled us to do incredible things. : What are the challenges in the industry you are currently facing? : Cybercrime has increased by 600%. This includes cyberattacks, phishing, viruses, and more. Also, there are always new cybersecurity tools, so we constantly train our employees on how to use them. : What has been your most satisfying moment in business? : Making a big sale and landing any new client - are my favorite two things. And being told that we do a great job by our clients, and nothing gets better than that. : How did you plan to provide better results in a crisis? : Relying on our excellent work culture and environment. Heading up the 20-minute response time for all communications coming into SOS for IT support requests. Last but not least, constantly researching and being proactive. : What is the next goal you wish to accomplish? : We want to build our brand here in Utah but also broaden our scope and expand - possibly to a location in another state. : How do you define success? : The combination of hard work and willingness to learn. 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