Remote IT Support On-Site and via a Web Service: What to Know

Do you want to know more about remote IT support both on-site and via a service like a Zoom meeting? Read on and learn more here.

Networking
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4
 Min read
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June 24, 2022

Did you know that a single hour of IT downtime at a large company could cost over $500,000? As you might guess, extended downtime is something that could be difficult or even impossible to recover from.

It's no secret that you need to organize high-quality tech support to keep your systems up and running. However, not everybody understands the key differences between remote IT support and on-site IT support. Let's take a look at everything you need to know to help make a decision.

What Is On-Site IT Support?

As the name suggests, this is when a company contracts with an outside firm to provide on-site technicians. The technicians are employees of the support company and not of the business that they're supporting. On-site support is often used for businesses with complex IT needs or for companies that don't have their own in-house IT staff.

What Are the Primary Benefits of On-Site Support?

The main benefit of on-site support is that businesses can get help with their IT needs without having to hire and train their own staff. This can save a lot of money, especially for small businesses that don't have the resources to invest in an in-house IT team.

Another benefit of on-site support is that businesses can get access to a wider range of expertise. When you contract with an outside firm, you can get technicians with different skills and levels of experience. This can be helpful if you need support for a wide range of IT needs.

What Are the Primary Drawbacks of On-Site Support?

The main drawback of on-site support is that it can be more expensive than other options.

Businesses have to pay for the technicians' time, as well as for their travel costs. It can also take longer for technicians to arrive on-site.

This can be a problem if you have an urgent IT issue that needs to be fixed. This is also something that businesses often see with cyberattacks like ransomware. More often than not, hackers demand that victims pay the ransom within a short period of time.

What Should I Look For in an On-Site Provider?

When you're looking for an on-site support provider, you should look for a company that has experience supporting businesses in your industry. You should also make sure that the company has a good reputation and is able to provide references from satisfied clients. Researching online is a great way to gain insight into the type of experience that you can expect from this type of provider.

In addition, you should ask about the company's response times and find out what kind of guarantee they offer for their services.

What Is Remote IT Support?

Remote support is when businesses contract with an outside firm to provide remote technicians. The technicians are employees of the support company and not of the business that they're supporting.

Remote support is often used for businesses with less complex IT needs or for companies that have their own in-house IT staff. Depending on the circumstances, remote IT support may or may not be supplementary to another form of IT support.

For instance, remote support could be used for emergencies while on-site support could be used for basic problems.

What Are the Primary Benefits of Remote Support?

The main benefit of remote support is that businesses can get help with their IT needs without having to hire and train their own staff. This can save a lot of money, especially for small businesses that don't have the resources to invest in an in-house IT team.

As with on-site support, remote support teams are also highly skilled and diverse. This means that you can bring them in whatever your in-house team is not able to handle a problem that occurs.

What Are the Primary Drawbacks of Remote Support?

Unfortunately, a support professional may not always be able to diagnose the issue if they are not at your premise. You may also have a more difficult time communicating the issue to them in some cases.

Another notable drawback is that some remote support firms outsource their work to other professionals. So, the person that you interact with may not be the same person who ends up trying to resolve the issue. This could lead to miscommunication, delayed results, etc.

What Should I Look For in a Remote Support Provider?

The primary attribute to look for in a remote support provider is a company that has a proven track record of helping businesses to back up to speed without requiring an on-site visit.

Some entrepreneurs make the mistake of thinking that remote support is a simple process. In reality, it is fairly complicated due to the nuances involved. For instance, imagine trying to help somebody solve a computer problem over the phone as opposed to standing next to them in person.

It takes an experienced professional to be able to do so effectively. So, be sure that you keep this in mind with moving forward.

Deciding Between On-Site and Remote Support Can Seem Difficult

The good news, though, is that the above guide will help ensure that you make the decision between on-site and remote IT support that is best for you and your business. From here, you can avoid complications that you may have otherwise encountered in the future.

Want to learn more about what we have to offer? Feel free to get in touch with us today and see how we can help.

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