The COVID-19 pandemic has led to an increased surge of employees working from home, and while this would have brought businesses to a standstill only a few years ago, many have adapted to operate remotely. Although more than 57% of small business owners are planning to shift permanently to remote work, working from home brings its own challenges.
One of them being solving the big and small tech issues that hurt productivity. Specifically, businesses are faced with having to:
- Provide IT support remotely to employees.
- Get onsite IT support without the complications of physical distancing.
- Deploy virtual walls to protect business data that is less protected than it would be in the office.
- Receive and resolve all tech concerns from staff in different locations.
- Provide IT support in a timely fashion to reduce downtime.
That’s where remote IT support software comes in, proving itself as a powerful tool.
It lets businesses provide the same tech support and IT maintenance they would with an onsite team – over the internet.
Choosing the best remote tech support for small business is more important than ever and countless organizations are questioning which remote IT support software to install. In this blog, we explain how you can find the best fit for your business and what you need to ask before committing.
What Are Remote IT Support Solutions?
Using remote IT support for small business is like having a complete IT company ‘onsite’ – without the crowded workspace. It lets IT technicians access your devices, troubleshoot problems on the spot and perform maintenance from a distance. The right software lets a remote support team:
- Connect to a device anywhere in the world
- Perform essential maintenance, such as updating software
- Provide real-time troubleshooting
- Install new software
- Onboard new devices
- Provide anti-phishing support
- Respond to security threats
- Resolve network issues
- Provide instant IT support and consulting
- And so much more
Remote support software for small business has transformed the ‘tech support’ landscape, reducing end-user frustration and downtime so that your staff can focus on their work. Businesses of all sizes make use of remote IT support solutions every day. For small businesses, the right remote support software must balance:
- Ease of use
- User support
- Security
- Cost
The solution should be low-maintenance and operate in the background. Other advanced features that enable remote desktop IT support can be useful for troubleshooting problems on-the-fly too.
What to Look for in the the Best Remote IT Support Solutions
Don’t fall for aggressive marketing and misleading reviews when choosing remote support tools for small businesses. Software will have deep access into your systems and it’s important to understand the security implications and what support you will actually get.
Here are a few things you need to ask when trying to find the best remote software for IT support.
1. Does it meet your security requirements?
Evaluate the security credentials of all remote support software for business first and foremost. Your outsourced IT company should ask questions like:
- Have there been reports of security breaches?
- Does it compromise your data in any way?
- Does it include the security features you want?
- Who can access your systems?
Features like file transfer, remote printing, screen sharing, instant chat, and a whole suite of remote utilities are attractive, but they can open up your systems to cyber attack. Your IT team should carefully assess the impact the solution will have on your IT environment before making a recommendation.
2. Does the remote IT support solution affect compliance?
Some examples of standards that organizations have to meet are HIPAA, GDPR, PCI and SSAE. Each sets out requirements regarding data storage, handling, and transmission.
Your remote access IT support solution must offer remote functionality that is in compliance with government and industry standards you have to follow. Transferring data or making your data accessible through uncertified remote access software may mean you are in breach of your obligations.
For instance, our team understands industry requirements before suggesting a solution. We also ensure remote connections are secure, using industry-standard encryption for a further layer of security.
3. Will you get the support you expect?
Remote IT support software for small businesses is only as good as the tech support behind it. Unfortunately, most remote support solutions don’t include ‘support’ – even if their marketing materials seem to suggest it.
What’s more, even if you pay extra for remote support, there’s no way of knowing who has access to your systems. Before you sign up for IT support for small businesses, check:
- When will the support team be available? (Not all providers offer 24/7 monitoring and response like Fusion Computing)
- Where will the team be based? (Language, knowledge of your systems makes a big difference)
- What level of support will they provide? (Tier 1, 2, 3 or 4)
- Will your issue be attended to by a certified team member? (Certifications are good for marketing, but you should get support from a certified professional)
- How will tickets be tracked? (Tracking is essential for identifying underlying problems)
- How long will it take for the team to respond to you? (Shorter times are better; emergency response should ideally be within 60 minutes)
4. Does the remote IT support solution offer the best value?
Do-it-all, “unlimited users” marketing is always alluring, but you may be paying extra for unnecessary/overlapping features. It’s very easy to end up paying two or three times more than what you need to, if you haven’t done your research.
Here’s what to ask when trying to identify which remote desktop IT support delivers the best value:
- What is the initial cost of deployment and what do monthly plans start at?
- Will all your endpoints be covered?
- Does the software work on laptops, desktops and mobile devices?
- Will you be paying for services that you don’t need?
Popular Options for Remote Tech Support for Small Business (2021)
Here are the most popular remote support software that small businesses deploy:
- ConnectWise Control
- Zoho Assist
- GoToAssist
- Remote PC
- VNC Connect
The best course of action is to outsource this to an IT company that can recommend and implement a remote desktop software that fits your stack. They’ll be able to advise you on long-term costs, maintenance, and deployment, as well as ensure your data remains secure.
Popular Options for Remote Tech Support for Small Business (2021)
Here are the most popular remote support software that small businesses deploy:
- ConnectWise Control
- Zoho Assist
- GoToAssist
- Remote PC
- VNC Connect
The best course of action is to outsource this to an IT company that can recommend and implement a remote desktop software that fits your stack. They’ll be able to advise you on long-term costs, maintenance, and deployment, as well as ensure your data remains secure.
Interested in remote support for small business? Check out these blogs:
- Benefits of Remote Tech Support for Small Business
- 11 Tips for Working Remotely and Cyber Security
- Outsourcing Your Network: the Good and the Bad
Fusion Can Help You Find and Implement The Right Remote IT Support Software For Your Business
Choosing the best remote software for IT support is an important decision.
Let us help you make the right one!
For over 13 years, we’ve been helping small, medium and large businesses like yours find the best IT remote support software to meet their needs. Our clients rely on us to find the right solution for their IT stack. We balance security, compatibility and cost to find remote support software that integrates seamlessly and aligns with business needs.
Our staff are seasoned experts at implementing and maintaining remote support software for small businesses from a wide range of industries while upholding glowing reviews.
As a leading managed IT service provider in Toronto, our IT experts will:
- Understand your unique requirements
- Identify a remote support software that meets your needs
- Deploy it remotely and maintain it
- Provide ongoing remote computer support to cover any ongoing IT concerns
Contact us today to find the best remote IT support solutions for your organization.