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Remote IT Support Guide

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Remote IT Support Guide

Read Time: 5 minutes Updated at: October 27, 2023

Gone are the days when employees had to physically bring their devices to the office IT department to fix any issues. Today, most troubleshooting can be carried out via remote IT support, with little to no disruption for the affected employee. In hybrid and remote work environments, this form of no-contact support is invaluable.

Understandably, if you’re just getting started with remote IT support, the initial setup can seem overwhelming. In this post, we’ll walk you through everything you need to know about remote IT support, from how it works, to how much it costs.

What is Remote IT Support?

Remote IT support is the practice of resolving technical problems using an off-site service or expert. From a remote location, the IT technician in question can take control of the client’s device and undertake whatever task is required, whether it’s to fix bugs, install updates, or conduct maintenance. Remote IT support can be performed by IT employees who are working from home, or, more typically, it can be outsourced to an external service provider.

There are two types of remote IT support, namely:

Attended Remote IT Support: Also known as ad hoc or on-demand support, this type of remote IT support allows the technician to access the device when the client requests assistance. Once granted access to the device, the technician can provide the necessary support.

Unattended Remote IT Support: This type of remote IT support involves the technician being able to connect remotely to the endpoint device at any time, regardless of whether someone is actively using the device or not. Unlike attended support, there’s a prior setup necessary for unattended access.

The Top 6 Benefits of Remote IT Support

Remote IT support comes with a host of advantages. Here are the top 6 benefits you can expect from switching to remote IT support:

  • Reduced Costs

One of the primary benefits of remote IT support is its cost efficiency. Remote IT does not have the additional expenses associated with on-site visits if using an external provider. Additionally, by outsourcing your remote IT, you can save significantly on labor costs and in-house IT infrastructure.

  • On-Demand IT Support

With remote IT support, your services aren’t confined to traditional business hours. If an issue arises after your in-house IT team has logged off for the evening, you can simply reach out to your remote IT support provider for a rapid response and quick resolution.

  • Increased Productivity

Given the extent to which modern businesses rely on IT, any issues with your IT infrastructure can immediately impact productivity. Remote IT support ensures that any IT challenges are resolved quickly, sometimes in less than ten minutes, so downtime is reduced and your business operations can continue. Remote IT support also relieves your teams from minor IT distractions, allowing them to focus on mission-critical tasks.

  • Greater Access to IT Expertise

In small businesses, in-house IT teams are usually lean with limited expertise in specialist areas. Leveraging remote IT support ensures you have broader access to IT personnel with the requisite IT knowledge and expertise. In the event that your assigned IT technician can’t solve your issue, they can simply transfer your case to a colleague who can.

  • Device Management and Provisioning

With Mobile Device Management technology, remote IT support providers can set up company devices with specific systems, apps, and user access permissions when new employees join your team. With a centralized inventory of these devices, they can also remotely monitor the health of your technology and roll out patches and upgrades as needed.

  • Access to Advanced Technologies

New technologies that can benefit your business are emerging every day, to the extent that it can be hard to keep up. Your remote IT support provider can update you on the latest advancements and recommend which releases are worth your consideration. In some cases, they will also be able to pass on discounted access to software and cutting-edge technologies.


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Where to Find Remote IT Support Services

So, where can you find remote IT support near you? If you opt to go with an external option, there are typically three types of remote IT support providers to choose from:

Remote IT Consultants

Consultants are experienced individuals who offer expert IT advice and services. Usually, they come on board to help businesses make strategic decisions or technology purchases, and manage large IT projects. However, for day-to-day remote IT support on a smaller scale, consultants typically aren’t the most cost-effective option.

Remote Managed Service Provider (MSP)

An MSP offers managed IT services to companies by operating and maintaining their IT infrastructure and providing remote support. Small and medium-sized businesses that don’t have the in-house capacity to meet their IT demands sometimes partner with MSPs to benefit from experienced IT personnel.

Remote Managed IT Solution

A managed IT solution is similar to an MSP in that it externally manages your IT infrastructure. However, it also offers the added benefit of combining service with solutions, meaning clients have more holistic access to supports like cloud storage, data backup and disaster recovery, infrastructure management, and network monitoring and security.

Who Needs Remote IT Services?

Remote IT support isn’t just for large businesses, it can also be advantageous for small and medium-sized companies. Here are some signs that your business should consider outsourcing your remote IT support:

  • High spending on in-house IT with limited ROI
  • Outdated IT infrastructure and a lack of in-house resources
  • IT downtime is negatively impacting your business operations
  • Your business handles sensitive data and is vulnerable to cyber threats

How Much Does Remote IT Support Cost?

The cost of remote IT support will vary from business to business. If you are trying to estimate the cost of remote support for your organization, here are some of the factors that you should consider:

Number of users: The more users of the service, the more you’ll usually pay.
Supported apps: Remote IT support providers sometimes charge on a per-application basis, since different apps require different maintenance, monitoring, and support levels.
Complexity of technology and needs: You may be charged based on the types of devices you use, the software you require, and the amount of upfront implementation work involved.

How much is IT truly costing your business?

Use our free IT cost calculator to find out how much you could save with Electric.

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Electric Can Power Your IT with Remote IT Support Services

Running a business is challenging enough without IT troubleshooting and administration slowing you down. At Electric, we offer comprehensive Managed IT that includes real-time support, security, network & server management, and device & inventory management. Contact us today to get started.

Jessica Farrelly

Jessica is a content writer with more than 8 years of experience covering SaaS and the tech industry. She has worked with both B2B and B2C publications across North America, Europe, and APAC and currently writes about IT Solutions or Electric.

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