Computer viruses are tough to handle if you don’t have deep diagnostic experience. They require not only automated virus removal tools, but the ability to check for any file remnants that are either dormant and taking up space or active enough to download new virus content. If you don’t have an Information Technology (IT) department on hand to handle the task, here are a few remote support technician details to understand how the task can be handled across the internet.
How Does Remote Support Work?
Remote support technology is a way to broadcast a computer interface across a network. It’s like an interactive movie, with the technician able to point, click, type, and use any other inputs as necessary on the web-enabled screen.
In a way, it just replaces the wires for your mouse and keyboard. Your input devices are remotes as well, using the cables to send the pointing and typing data to the computer. That same data can be sent across any medium.
For security, confirmation is key. When you enter an agreement with a remote support company, you are given a way to confirm that every connecting professional is who they say they are.
Phishing is common and often avoided because of spam filters, but if someone is able to figure out that you have a remote support agreement, it’s not difficult for a fake technician to call or email you for a remote session to steal your information. You can speak with the company and the technicians to build rapport, and in the event that something malicious happens, you have a business to hold responsible.
This is a much safer alternative to working with solo technicians. Established support businesses can screen their employees and contractors with greater quality control, and can give you a portfolio-like overview of who may be connecting.
Remote Support Software Security
Remote support is not some random connection that suddenly starts moving around on your screen. Professional support suites include obvious, easy to learn interfaces that can be monitored and closed.
Never accept an unsolicited remote connection. If you didn’t ask for a technician to connect and didn’t schedule a follow-up with someone you’ve spoken with before, contact headquarters to report the situation. If you don’t know the technician, it could be a scammer who uses all of the right tools and may even be part of the industry, but is out to steal from or damage your systems.
Time is never of the essence when confirming; if the person on the phone seems to be in a hurry, they should just pass the task off to another co worker. If it’s such a big threat, you can stop it by disconnecting the internet.
Virus Removal Over Remote Support
Removing viruses via remote support platforms is not much different from removing viruses in person. The notable difference is how computer restarts happen.
Often, a computer needs to be restarted to either enter a diagnostic mode (such as the Windows Safe Mode with Networking). Shutting down or restarting will cut the internet connection, and there are very few ways to connect to the internet in a meaningful way until the operating system (Microsoft Windows, Apple OSX, Linux) starts again.
Remote support platforms have a few ways to reconnect. The technician can either restart the computer for you, then wait for you to log into the computer again and start the session again. Another option is to configure the computer to automatically connect once the computer restarts and is logged in.
It all depends on the level of control you want, and whether you want to leave the system while the technician works. The most automated processes are using systems such as pre-installed remote desktop systems to automatically log in with a technician-specific account and password. You could leave the system with no password at all, but that makes the system easier to get into–it’s not even hacking at that point, just using an non-secure system.
Support When There’s No internet
What if your computer is truly dead in the water? It turns on, but you can’t access the internet for some reason. If the internet doesn’t work at all or the virus seems to be locking every attempt down, remote technicians have a few last-minute tasks to try.
The technician can walk you through restarting into safe mode with networking–usually by restarting and pressing F8 repeatedly for Windows systems–and hoping that the virus isn’t aggressive enough to get in the way.
Internet troubleshooting with your router can be a little tough, and should only be performed if you’re comfortable with at least logging into a router and changing passwords. If you’re not, a field technician can be sent on site to help.
Field technicians go through similar background checks and professional vetting, and can be selected from professional talent. If you have a preferred technician who you would like to train up for on-site assistance, a training arrangement can be made.
Contact a remote support professional to discuss different options for supporting your business remotely when viruses are a semi-common risk.