Remote Access Support – Tools for the Pros

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In the business of third party IT support, which my company provides to clients, resolving issues in a timely fashion is the number one priority. For those of you in IT jobs that support the company you work for (like if you’re an employee within the organization’s IT department), the same principle holds true. So when a client calls and is having problems with their system, what’s the fastest way to respond ?

In an earlier post I stated that RDP is a poor practice to have available to the internet at large. Instead, it is a much better practice to use remote support tools designed specifically for the support community. Two of these tools are TeamViewer and LogMeIn.

Both of these tools allow administrators to install ‘client agents’ on systems, which in turn allow administrators to log into these systems using a secure connection. The result is a remote desktop-like interface, where you can actually control the system as if you were sitting right in front of it. For those of us supporting many systems, or a variety of clients (as we are), these tools also offer one central location where all the systems are available from. No more screwing around with different public IPs and keeping track of which port belongs to which computer.

TeamViewer is my personal preference, as it is very simple to use and easy to administer. The client agent can be customized, which is also a nice touch. LogMeIn offers a variety of different specific tools, like Hamachi, which creates a virtual LAN of multiple systems over the internet.

I’ve used both services and both do the job of remote access very well, and in a secure fashion. Either service offers a free trial, so give them both a shot and see which one you prefer best. Remember, having good tools is the baseline for every professional out there.


Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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