Learning About Computer Services

What Happens During Remote Support?

by Hector Meyer

Remote technical support is a convenient and innovative way to deliver anything from computer repair to fresh software installation without needing to take your computer to a shop or have a field technician show up at your door. There are, however, a few rules and exceptions that you need to be aware of as you allow technicians into your system, so take a look at how remote support works and what to do when it doesn't.

Internet Streaming And Shared Screens

Streaming is a term that's used a lot in modern consumer computing, although it's mostly for movies and music that play as soon as you start them instead of waiting for an entire download to complete. Although there's a few differences between remote support and streaming a movie, the core concept is the same.

An interactive movie of your computer screen is sent to the remote support technician. The technician can move their own mouse and type on their own computer while using remote support software, which moves your mouse pointer around and allows the technician to type with your system. It's all done by signals that work in the background.

That's it! Once connected, a technician can do their job as if they were sitting at your computer and performing any necessary digital tasks. Viruses can be removed, software can be uninstalled or installed, and if you need help understanding how to use certain software packages, a technician can help you out. Even if the technician isn't skilled in that specific program, they can at least get you to a tutorial that can show you what to do.

The Not-So-Digital Tasks

Since the technician is connecting across the Internet and is only performing digital tasks, issues involving the hardware or other physical tasks can't be done. There are ways for a technician to restart the computer and regain access once the computer starts again, but if a button needs to be physically pressed or a cable connected, it needs to be done by you or a field technician.

If it's too technical for you, the field technician can be briefed in all relevant information to avoid starting over again. This is especially useful if you have an unknown software suite or unique situation, since the remote technician can work with the field technician sitting at the computer.

Internet troubleshooting is also best left to a physically-present technician as well. There are many skillful tasks that a remote technician may be able to perform, but if your problem takes down the Internet completely, they simply can't do much. Contact a remote computer repair services professional to discuss more about this topic