Remote assistance, especially in the IT field, has become normal even well before the pandemic: lockdowns and intermittent openings have only helped speed up a process that has already begun. But what is it about, exactly?
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Until recently, many organizations restricted remote access due to security concerns. The reason is simple: whenever a user gains access to a network outside of on-premises firewalls, he opens the door for cybercriminals and malware. In response, service providers are adding tools that allow subscribers to control what workers can share and a system to detect and alert users if a file they’re opening contains malware. The power of these tools has helped reduce risk for enterprises looking to expand remote access capabilities.
An IT technician who works remotely stays at home or in the office and works through a program downloaded by the customer on the PC or his device. Through this program, it is possible to carry out corrections and modifications on the device or the network to solve problems of various kinds. In practice, it is like taking the device to the shop or opening the door for a technician to solve the problem but avoiding direct contact. During a session, you can:
Some problems that can be solved are PC, hardware, or smartphone malfunctions, installation or correction of updates and software, antivirus checks, configurations, network errors, and data backups. The operation takes place quickly. You give explicit authorization to the technician to operate the device, follow his instructions to get to a “common ground” of work (usually a program to download or a specific IP address), and allow the professional to intervene.
The significant advantages of remote technical assistance are three:
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