Most problems can be fixed in minutes over a secure remote session. Staff raise a ticket by email or through the support portal and a technician connects directly.
Remote support works wherever your people are: in the office, at home or on the road. The technician sees what the user sees, fixes the problem and explains what happened.
When hands-on work is needed, our Surrey and Calgary teams schedule an on-site visit.
Secure sessions
Encrypted connections that the user approves.
Portal and email tickets
Raise a request however suits your team.
Works anywhere
Office, home or travelling, as long as there's an internet connection.
Session logging
A record of who connected, when and what was done.
Unattended access
Servers fixed after hours without anyone at the keyboard.
On-site backup
Technicians in Surrey and Calgary when remote isn't enough.
Signs you need this
- Small problems wait days for a technician to visit
- Remote staff have no easy way to get IT help
- You're paying travel time for fixes that take five minutes
- Staff avoid asking for help because it's a hassle
How we deliver it
Request
Staff raise a ticket by email, portal or phone.
Connect
A technician starts a secure session that the user approves.
Fix
The problem is solved while the user watches, or scheduled if it needs more time.
Close
The ticket is closed with notes, so the fix is on record.
Deliverables
- Secure remote access tool on every workstation
- Support portal and email ticketing
- Logged, user-approved remote sessions
- After-hours unattended access for servers
- On-site visits when needed
Tools we work with
- Secure remote access software
- Support portal
- Microsoft Intune
- Remote monitoring and management (RMM)
Common questions
Can a technician access my computer without me knowing?
No. For staff workstations, the user approves each session and can see everything the technician does. Unattended access is limited to servers and agreed maintenance.
What if my computer won't start?
Remote support needs a working machine and internet. If a device won't boot, we arrange an on-site visit or a replacement.
Does remote support work for home workers?
Yes. As long as the device has an internet connection, a technician can connect wherever the user is.
Ready for IT you don't have to think about?
Book a free consultation. We'll review your setup and give you a clear, fixed monthly price.