Can remote IT support really replace an on-site tech?
For most day-to-day problems, yes. For a few jobs, no. If you run a small business outside the city your IT provider is based in, the useful question is which jobs fall on which side, and what your provider does about the second group.
We're based in Adelaide and look after clients across Australia remotely, so I have a stake in the answer. I'll tell you where remote works and where it doesn't.
What gets fixed remotely
Most everyday problems are sorted on the first contact. Typical examples from our helpdesk:
When nobody can print, it's nearly always a driver or a stuck print queue. We connect, clear it and test it, usually inside ten minutes.
When email stops working on a phone, it's almost always a sign-in or licence problem after an update. We fix it while the person is still on the call.
When the internet is down, we work out whether the fault is your equipment, your provider or the NBN. Then we chase whoever is responsible, so you aren't the one sitting on hold. Nobody has to stand next to your router for that.
Microsoft 365 problems, software installs and updates, virus and malware cleanup, phishing response and phone and tablet setup can also be handled over a remote session, on Mac and Windows.
What needs a person in the room
Hardware replacements, network cabling and server work need hands.
This is where remote providers differ, so ask. Our own on-site support is available across the Adelaide metro area.
Questions to ask any remote provider
Before you sign with anyone, get answers to these:
- How do you connect to our computers, and who approves each session?
- How do I see what's been logged and what's been done? (We log every request in a helpdesk system, and you can see ticket status at any time.)
- What are your support hours, and do they suit my time zone?
- How do you handle a job that needs someone on site where I am?
- What does it cost, and is there a minimum charge? (Ours is published: remote support has a $75 minimum, the first 30 minutes. All prices exclude GST.)
- Is there a lock-in contract?
A provider that can't answer the first and fourth questions clearly isn't ready for remote clients.
What remote support looks like with us
You get in touch through the contact form. We log the request, connect remotely, fix it where we can and explain what we did in plain English. We aim to respond within 30 minutes, and anything that stops your team working goes first. Rates are $150 an hour + GST in standard business hours and $225 an hour + GST after hours. There's no lock-in contract.
If you'd rather pay a monthly fee than hourly bills, managed IT starts at $99 + GST per user per month, with 24/7 monitoring included.
Our full process is on the how remote delivery works page, and the service details are on remote IT support across Australia.
The short answer
Remote support replaces the call-out for most small business problems. It doesn't replace the occasional visit for hardware or cabling. Choose a provider on how they handle that visit, and you'll have a good answer for your business.
Talk to us
Tell us where you're based and what your setup looks like, and we'll tell you what we'd fix remotely and what would need a visit. We reply within one business day.
Essetech Pty Ltd, Brooklyn Park, SA 5032. Phone 0404 311 791. Email support@essetech.com.au.
Not sure what would need a visit?
Tell us where you're based and what your setup looks like, and we'll tell you what we'd fix remotely.
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