Remote support – What is remote support? Does it work? are the tools used sufficient? What about my privacy?

There are many questions when it comes to remote support, but let’s start from the top. Remote support is a service that allows a technician to log into your computer and work on it from a remote location. You share your desktop with the technician and he is able to move the mouse and make changes no matter where he is, and you can watch all this happen in real time in front of your eyes. Technology really is amazing.

Remote support is actually a pretty basic concept. The technician has a program installed on his computer and you have the same program installed on your computer. These two programs then connect to each other and allows the technician full access to your computer, he can see your screen, in front of him. How is this helpful though? Time is money, and as a business you do not have time to wait around when things go wrong, phone tech support, wait for a technician to come to your office, then he still has to fix the issue. No, with remote support, you contact the support team and they log into your computer immediately ( in most cases ) and correct the issue for you. Studies have shown that 4 out of 5 technical occurrences can be solved remotely.

There are many programs out there that allows this. Lets have a look at TeamViewer

Being one of my personal favorite remote access programs TeamViewer has a huge following. The company was founded in 2005 and is based in Germany. They have over 200 Million installations and are available in over 30 languages. The numbers speak for themselves! It is a very simple yet sophisticated program, once you have it installed, it will give you an “ID” and an password. You give this ID and password to a technician, and he is able to log into your computer with these details.  While the technician is connected to your machine, you have the option of communicating via a type of “chat” that the program has or you can communicate via audio, given you both have headsets with mics in. Another “perk” of teamviewer is the security. All traffic is secured using RSA public/private key exchange and AES 256 bit session encryption. This comparable to a website being HTTPS or having an SSL certificate installed on your website. In other words, you are safe. I can go on and on about Teamviewer and why I prefer to use it over other remote support applications, but why don’t you have a look at their website, and see for yourself.

 

There are many other programs out there. One example that is very similar to Teamviewer is AeroAdmin

The concept and even the user interface is very much the same, the only major difference being that AeroAdmin is completely free for personal and commercial use, Teamviewer only being free for personal use. One of the main drawbacks of Aero is that it does not support a chat function, although there are many ways around this. It makes up for it though in its size ( only about 2 MB for the installation file ) and it’s simplicity. It is just start and go, no settings are required to be changed, no router changes, just install and you are ready to go. It as designed for Windows operating systems only so it will work on Windows XP, 7, 8, 10 and also on Windows Server 2008 and 2003. A really awesome little piece of software at no cost at all. Honestly a great option to have a look at. You can view their website here.

All in all there are many advantages of remote support, and many applications out there that make it simple. At Datasure we offer excellent remote support options. Click here for more information

 

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