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What is remote support?
Remote support refers to technical assistance to a person who isn’t physically present at the same location as the support provider. This assistance is delivered through various communication technologies, such as video conferencing, remote desktop sharing, or remote access applications. The user could be an employee, contacting the company Help Desk or the buyer of a software product that needs help from the provider’s support team.
IT technicians use remote support tools to access and control another computer or device over the internet, allowing them to troubleshoot issues, install software, and perform maintenance tasks without being on-site. This approach enhances efficiency and reduces downtime, making it a valuable service for both IT departments and managed service providers.
Remote RMM support
A remote support utility isn’t an RMM system but RMM packages usually include a remote support tool. RMM stands for Remote Monitoring and Management. The term describes a package of tools that gives a system support technician all of the necessary utilities to implement that work. RMMs will support an entire remote site, which means that the support technician will have many users to deal with.
Basic Remote Access systems enable a technician to access the operating system for tasks such as file movements or the removal of temporary files. The next step is a remote desktop system, which gives the technician a view of the remote endpoint’s screen. One level up from that is Remote Control, in which case the mouse and keyboard of the technician’s computer operate the remote endpoint. Finally, Remote Support systems add on chat facilities to communicate with the user.
Can I add remote support to an RMM?
It is very rare that an RMM package does not include a remote support module. So, you don’t need to look for remote support for RMM systems because you already have one. It is not uncommon for RMM providers to decide not to bother writing their own proprietary remote support package. In that case, the RMM will get you a license for an established third party package included in the price of the RMM. Atera is an example of this phenomenon, that package gives you a license for Splashtop or AnyDesk.
The remote support tool in your RMM allows the technician to communicate with the user while controlling the remote computer. The user will be able to watch the actions of the technician and this a good scenario for education as well as for problem resolution. Sometimes, there is nothing wrong with the endpoint and the fix that the technician needs to implement is to explain to the user why the problem happened and how to avoid making it happen again.
FAQs
Which software is used for remote connection?
Several software packages offer remote connections, including TeamViewer, AnyDesk, Chrome Remote Desktop, Microsoft Remote Desktop, LogMeIn, and Splashtop. These tools enable IT professionals to access and control computers and devices remotely, providing support and performing maintenance tasks without being on-site. It is common for a remote access tool to have a remote connection manager. This enables familiar devices to be contacted repeatedly without the technician needing to enter the address and credentials each time.
What are remote access tools?
A remote access tool connects to a remote computer and enables the user to issue commands on that remote device. There are many levels of remote access above that basic connection function. For example, a Remote Desktop tool is a type of remote access tool and it lets the user see the screen of the remote computer. A Remote Control system allows the user to actually control the remote computer, using the local keyboard and mouse. Remote access systems can be used to assist users within an organization or the buyers of a business’s software.
What is a remote monitoring tool?
A remote monitoring tool will track activity that is occurring on a system that is elsewhere and can be contacted across the internet. Examples of such tools include network device monitors, network traffic monitors, server and application monitors, and Web application monitors. A remote monitoring and management package (RMM) will include remote monitoring systems. I5 is common for monitoring packages to include a series of performance thresholds and if these are crossed, the system will raise an alert.