What is remote support software?

Remote support software refers to a set of technology solutions allowing IT professionals and help desk technicians to access end-user and client devices via an internet connection and without the need to be in the same room. This allows employees to receive assistance, maintenance, and support from IT professionals.

Remote support tools give technicians the ability to instantly connect to devices requiring attention. Once connected, technicians can control the device in question, allowing them to experience issues firsthand before troubleshooting them, install updates or perform tasks requiring administrator credentials, and provide support. In addition to giving you the ability to remotely control PCs and other devices, the best remote support software solutions offer several other features, including remote system insights, granular control features, end-user chat, and more.

Why is remote support software important?

The primary benefits of remote support software are convenience and efficiency, which can help businesses save time and money.

For businesses functioning across locations or working with external users, remote access can be transformative. It can provide them with more convenient—and secure—access to devices and documents from anywhere with internet access. Because remote support solutions allow you to access workstations from separate locations, for instance, they make forgetting files or documents on one machine a much smaller issue.

In terms of technical support, remote controlling PCs allows support staff to digitally “teleport” into the room to help end users who are experiencing issues. This is especially useful for large organizations with multiple departments that aren’t close to one another or easy to access in person, including departments in other cities and countries.

Remote access software removes these distances, letting support technicians resolve technical issues more efficiently and ensuring problems are stopped and addressed before they affect end users’ ability to perform their required tasks. Additionally, remote access software provides opportunities for more comprehensive and distributed monitoring solutions. When installed on control units and servers, remote support tools enable technicians to easily check on production and performance metrics for devices all around the world with just a few clicks of a mouse.

By providing a visual display and immediate control, remote support tools help streamline the troubleshooting process. End users encountering technical problems may not have the right lingo to accurately describe the issues they’re experiencing, which can be frustrating for both the user and the support technician. With the screen sharing functions included in remote support software, users can demonstrate their issues in real time for the support technician, which cuts down on back-and-forth exchanges and gets right to the heart of the problem.

Remote support software requirements

Remote support tools offer a range of incredibly useful benefits, but there are a few considerations businesses should keep in mind when looking for the right software solution. When shopping around for remote control PC software, look for the following features.

Chat functionality. The ability to communicate with end users and clients as you’re working is beneficial for many reasons. First, it allows for clearer conversation between clients and support technicians, as the technicians need to know which actions the users have taken or what they’re trying to do. Second, it allows support technicians to communicate how and why they’re attempting to remediate the situation, which goes a long way toward keeping clients reassured.

Strong security and encryption protocol. Providing access to remote support staff who the end users have never met can be uncomfortable for many people, even when they know the IT technicians are there to help. Protect your clients—and yourself—by using remote support tools designed to make security a priority, using two-factor authentication and multi-level permissions for a safer, more convenient support experience.

Administrative controls. In addition to robust security protocols, the best remote support software solutions will provide granular control over who can access workstations and devices remotely. This keeps remote connections in the hands of authorized personnel, thereby ensuring sensitive data remains secure and cannot be transferred without a sign-off from the proper players. Active Directory group policies can be used to manage the exact users who are allowed remote access to specific workstations.

Compatibility and integration. The ability to manage systems across operating systems and devices is essential. The tool should be compatible across Linux, macOS, and Windows operating systems. Active Directory management is also useful. Sophisticated remote access solutions allow IT technicians to manage multiple Active Directory domains, groups, and users, granting them the ability to easily unlock accounts and reset passwords. Look for remote access tools allowing you to export Active Directory properties, system configurations, and software information in .CSV or .XML formats for remote computers. Remote support tools can also allow for Microsoft Exchange management.

How remote support software works

Remote access software relies on a client/server relationship. The technician is the “client,” and the “server” is the end user. During a remote session, the client can use their screen to display the screen of the server’s PC and troubleshoot an issue.

Remote access software leverages Virtual Network Computing (VNC). VNC is a form of in-depth screen sharing, and it relies on the remote framebuffer protocol to perform complex remote functions. For example, VNC empowers technicians to view an end user’s screen and control their mouse and keyboard actions in real time. Though VNC is an instrumental component of all remote access tools, it’s also used to accomplish an array of other tasks, such as file sharing.

Remote access software uses Remote Desktop Protocol (RDP). Remote access platforms may rely on RDP to secure a remote connection. RDP permits the server to listen on TCP port 3389 and UDP port 3389 and accept a connection when a client sends a request. RDP is a proprietary Microsoft protocol, but versions are available for macOS, Linux, and more. Some remote administration tools even leverage their own proprietary protocols for remote control.

Remote access software creates connections beyond the firewall. IT administrators may need to remotely connect to computers beyond their corporate firewall. This can be accomplished with the support of an internet proxy server to ensure a safe remote session over the internet without the use of a VPN. However, most remote access sessions are set up over a LAN, WAN, or VPN.

How to choose a remote support software

Once you’ve picked a remote support software solution for your department, use the following checklist to ensure it includes the essential remote control PC requirements:

• Is the software easy to install? Is the software simple to use? A difficult-to-install, unwieldy, or unreliable remote support software solution can a be an impediment to productivity and efficiency.
• Does the tool ease collaboration between technicians and end users? The right features allow support technicians to collaborate with customers and end users in real time for troubleshooting and training, often making the problem resolution process simpler and more efficient. Look for screen sharing, chat, and other communication tools.
• Does it simplify Windows administration? Look for software tools with the ability to start and stop processes, copy and delete files, or view event logs. Some customers and end users might be running vital processes preventing their systems from being rebooted, and with some systems, a complete halt to operations might be out of the question. However, this isn’t a problem with the right remote support software solution—the best options include systems tools and TCP utilities enabling technicians to troubleshoot remotely and behind the scenes without having to start a full session and interrupting the end user’s workflow.
• Does it provide remote access to sleeping or powered down workstations? If a software solution only allows support technicians to access active devices, then its uses are greatly limited. Instead, look for software solutions allowing you to wake sleeping servers, reboot powered down devices, and fix end users’ issues while they’re away from their workstations.
• Does it include multi-factor authentication? Two factor and multi-factor authentication include an additional step in the login process by requiring remote users to present at least one more proof of identity. This builds in an added layer of security to prevent a stolen password from giving cyberattackers access to remote access software and tools. When properly instituted, a multi-factor authentication system adds minimal to no inconvenience for employees and remote workers while helping you keep your digital infrastructure secure.

What is SolarWinds Dameware Remote Support (DRS)?

SolarWinds^® Dameware^® Remote Support (DRS) is a remote administration software solution for help desk technicians designed to provide easy access to end-user workstations and devices for support and troubleshooting.

Fast and secure, DRS provides a range of powerful and convenient diagnostic tools for support staff, including administrative tools. You can remotely manage Active Directory (AD) domains and easily export AD objects and system configurations. DRS also allows you to access device details and registry editing functions from remote computers or through a mobile iOS or Android app.

Dameware gives admins and support technicians greater control and flexibility when managing remote connections, resulting in more efficient and cost-effective problem resolution. Some of its key features include the following:

• In-session features: Perform simple file transfers, control the remote keyboard and mouse, implement a blank screen, pause a session, and more.
• Troubleshooting and maintenance: Easily gain access to sleeping or powered down workstations. Use the comprehensive set of TCP utilities and system tools in DRS to eliminate the need to access each remote computer’s control panel individually. DRS allows you to easily start and stop processes and view or clear event logs.
• Dashboard controls: Quickly view basic system information, system health, device details, and additional information about remote systems. DRS also centralizes license and user account management, and it uses strong encryption and two-factor authentication to ensure all remote access and login attempts are verified and secure.

What makes DRS remote support software different

Dameware Remote Support provides fast and reliable remote support for IT professionals and support technicians looking to access nearly any platform, operating system, or device to swiftly resolve technology issues before they become full-fledged problems. As a powerful remote support solution, DRS offers visibility and clear, simple-to-use lines of communication between end users and support staff, enabling quick and easy troubleshooting.

Technicians can enjoy this support solution’s powerful range of tools. You get the features you need to effectively view, control, and troubleshoot remote devices, and many of these features are customizable, giving you more flexibility and control over the way you do your work.