Remote vs on-site IT support: which do you need?

Many IT problems can be fixed without anyone leaving their desk. A technician connects to your computer over the internet, with your permission, and works on it while you watch. Others need hands, cables and a ladder. Knowing which is which saves time and money wherever you are in the world.

Usually fine remotely

• Email, Microsoft 365 or Google Workspace problems.
• Installing or updating software.
• Setting up a printer on a computer that can already see it.
• Slow computers caused by software, start-up programs or full drives.
• Account, password and multi-factor authentication help.

Usually needs a visit

• No internet at all, or Wi-Fi that does not reach part of the building.
• New cabling, network racks, screens or speakers.
• A computer that will not turn on, or has physical damage.
• Setting up a new office, shop or venue.

Staying safe with remote access

1. 1Only allow remote access when you contacted the technician first.
2. 2Use a reputable remote support tool and close it when the session ends.
3. 3Watch what they do, and ask questions.
4. 4Never allow access to someone who phoned or messaged you out of the blue claiming your computer has a problem. That is a common scam worldwide.

Find IT support, or read about phishing and scam calls.