Remote Engineering | Remote Support | London

Remote Support

The term Remote Engineering is fairly self-explanatory in that it allows for Remote Viewing/Control of your computer or network infrastructure. Remote support empowers our engineers to view and share control of a network to deal with any issue regarding your system. This type of service is conducted under the complete authority of the customer. Before an engineer can access a mainframe from a remote location to begin manipulating settings, the customer must grant them permission to access the system by providing him or her with specific codes and passwords. We provide a stringent process for security for this undertaking.

From the customer's point of view, the way it functions is fairly straight forward. After you contact our engineering team regarding a problem, a remote-support session may be initiated in several ways: A representative on the phone can refer you to our website which features SSL encryption (secure socket layer) were you can click on a link or button, which will start the session. Alternatively the customer can by-pass the phone call and go to our website to start the session via this link. Once a remote support session has begun, our engineers and your staff are connected via an online communications server. Large, randomly generated session keys are issued to both participants to ensure that only the designated parties are connected. During the session, all transferred information, including screen views, file-transfer data and identities, are encrypted, compressed, encoded and decoded to ensure total security. Encryption and decryption are from end-to-end, ensuring data cannot be read during transit by outside parties and can only be viewed by our engineers.

Remote support and engineering can only be initiated by your customer. During a session, the customer has control in the sense they can decline the start of screen sharing/ viewing and decline the initial download or refuse receipt of a transferred file. At any time the customer can retake control of the mouse and keyboard or end screen sharing altogether. Once a session has ended, the representative can no longer connect to the customer's computer. Any future sessions generate new session keys and can only be initiated by the customer.

Remote IT support enables organisations to significantly improve incident-handling capacity, improve customer service levels and provide a highly positive experience for both end-users and support staff - all at an affordable price.

For futher information about this service, please call us on 020 7448 7711 or email us at enquiries@techworks-solutions.com