Escalating cybersecurity threats, managing legacy systems, and keeping up with technological change — modern IT teams have a lot on their plates. They also need to fix computers, servers, and networks that aren’t physically in front of them. This is where a remote support solution comes in!
It is a remote access software that allows IT professionals to remotely view and control computers over the internet. That said, choosing the right provider isn’t a walk in the park. For modern IT teams, a hybrid, fast-moving, and security-sensitive remote software environment is required.
Keep reading to know more about choosing the right support solution. Follow these steps and make an informed decision:
Assess Your IT Team’s Needs
First things first, have a clear understanding of your IT team’s needs. Know four things:
- The number of IT technicians
- The total number of endpoints that need support
- The complexity of your network and all the operating systems in your environment (Windows, macOS, Linux, iOS, Android)
- The type of challenges you commonly face
The rest of the process depends on your answer.
If your IT team handles sensitive data, they will need a remote software solution with robust security protocols and features such as encryption. But if they want to streamline processes, a tool with advanced troubleshooting tools might do the trick.
No two IT teams have the same remote software requirements, so be specific about what you need. Moreover, determining which features are essential to your daily work helps you avoid paying for unnecessary advanced features.
Compare Features
Once you’ve shortlisted some remote support providers, compare their features. For instance, reliable remote support solutions by ScreenConnect offer the following security features:
- End-to-end encryption
- Multi-factor authentication
- Access control
- Role-based permissions
- Audit logs
Next, they have productivity and management tools, including:
- Remote access and control
- File transfer
- Chat and communication tools
- Session recording
- Patch deployment
- Multi-session handling
With such tools, your IT professionals can quickly troubleshoot errors and prevent downtime.
Ensure Compatibility and Integration
Before you finalize the agreement, make sure the remote access solution works seamlessly with your existing IT infrastructure, such as:
- Ticketing systems (Jira, ServiceNow)
- Monitoring tools
- Identity platforms (Okta, Azure AD)
Moreover, check if the tool supports all the operating systems your teams and clients use. This can include:
- Windows
- macOS
- iOS
- Android
- Linux
The result? Reduced manual work and smooth integration.
Confirm Scalability
Will the remote access tools still work well as your company grows? You need a remote support system that can accommodate an increasing number of users and devices without frequent, costly upgrades.
Assess Reputation
Assessing the industry reputation of a remote support provider is important. It gives you insights into the platform’s features, uptime guarantees, and scalability promises. Read independent reviews and detailed client testimonials.
Always, always watch out for red flags, such as:
- Urgency tactics
- Unconventional payment methods
- Requests for sensitive information
Pro tip? Reputable remote support platforms are compliant with SOC 2, ISO 27001, HIPAA, and other industry-specific regulations.
