TIME TO READ: 6 MINUTES
Is IT support for remote workers any different than supporting in-office workers?
Yes and no. By and large Support is Support – engineers and techs helping workers resolve their IT issues so they can get back to work. But with remote workers, you can run into snarls.
(Yes, we’re doing dog puns. The office dogs insisted.)
Remote IT Support Can Bite You if You’re Not Set Up Right
What’s the biggest danger we’ve seen? Companies relying on the remote employees to secure their own workstations.
By far unprotected workstations caused the most support issues after 2020. Without a standardized IT setup for remote workstations - that included business-grade anti-malware and secure VPNs - many employees suffered cyberattacks, and company networks suffered breaches.
That’s why we opted to make these Do’s and Don’ts. Essentially these are checklists to help you make sure your IT support covers what remote workers need. If you have the proper setup, your support won’t ‘snarl’ and IT issues won’t ‘bite you later.’
Ready? Let’s start with the Do’s!
9 Do’s to Make Remote IT Support Easier
- DO supply company workstations to remote employees; do not allow BYOD (Bring-Your-Own-Device)
Why: Legally, you do not have the right to install anti-virus, remote management, or cloud backup software on an employee's personal computer. This opens the door to malware and viruses entering your network—even through your VPN.
Worse, sometimes multiple people use the same personal computer, increasing the likelihood of malware reaching your network. Use the same software solutions on all company workstations to streamline your support processes. Company-supplied workstations mean that you maintain ownership of all the company's data.
- DO put a remote support agent on all remote workstations
Why: Provides a secure connection for remote support, automates the software update process, and makes troubleshooting easier for everyone.
N-able makes a tool for precisely this reason, which we use for our customers. When we provide "co-managed" support for our customers, we give their in-house IT staff their own RMM dashboards so they can monitor and support their team as well.
- DO set up and regularly test cloud backups on your remote workstations
Why: No matter where your team works, you need to ensure that you can run a clean restore-from-backup on any workstation at any time.
- DO remember the time zones you need to cover
Why: Support needs to cover all the time people work, regardless of the time zone in which they work.
- DO verify your IT Support team has the tools & expertise to handle remote support
Why: Remote IT support is a different beast, and the MSP needs specific software to perform it securely. Pretty simple (but crucial) prerequisite.
- DO confirm your VPN will cover all the regions needed
Why: Many Virtual Private Network solutions exist. They are not all the same. Some are only marginal at creating effective access to the corporate network. If you have personnel distributed across the globe, consult with a network expert so you don't waste time and money with a VPN that doesn't work the way you need it to.
- DO implement MDM (Mobile Device Management) for all phones and laptops
Why: MDM makes it easier to manage software updates and malware protection, without manual on-the-device updating. It also allows for an efficient shutdown of company information in the case of employee separation.
- DO implement a corporate AV (anti-virus) solution that cannot be turned off
Why: You’re adding a first line of defense to everyone's devices. It’s there to keep malware & viruses from ever getting into your corporate network.
Manage the AV through a company console so you receive alerts on any attempts to breach employee workstations.
- DO supply an appropriate company-branded background image for use on Teams/Zoom calls
Why: This way everyone conveys a professional image while on meetings. No unmade beds, climbing cats, home clutter, or $5M virtual penthouse in the background.
6 Don’ts to Avoid IT Support Snarls (Local or Remote)
- DON’T skimp on the VPN
Why: Free VPNs won’t give you the critical protection remote workers need. Use a business-grade VPN with good developer support.
Bad Example: Betternet VPN (Slow, infected with malware). https://cyberinsider.com/vpn/reviews/betternet/
Good Example: Ivanti Secure Access, Tailscale
- DON'T allow non-VPN connections to your data center/cloud service
Why: Secure connections protect all the data your team works with (regardless of where they are).
- DON’T let remote workers pick their communications method with the main office
Why: They’ll pick the one they prefer each time, causing communications to fragment out among a bunch of channels.
Standardize everyone on a primary communications method, like Teams or a ticketing system.
Provide your team with its support technician contacts through this platform. This way all remote workers know where to go to request support.
- DON'T forget to require MFA on all computing resources, regardless of whether they're cloud or on-premise
Why: Yes, it’s an extra step. Ten seconds for MFA versus ten days of pain when a cybercriminal breaks into your network through a non-MFA remote work device.
- DON’T allow network access from home computers
Why: Home computers don’t always use VPNs or have anti-malware protection. Malware attacks often start on computers like these.
- DON’T allow any exceptions to the Do’s
Why: Exceptions cause complications. Complications lead to higher support costs.
Do You Have All 15 in Place?
Chances are you recognized some of these as things you already do. Good! The more the better.
Following these checklists not only reduces support time, it keeps everyone in a good place security-wise. No matter where they do their work.
Does your IT support cover remote workers just as well as onsite workers? Contact our team at woof@planetmagpie.com to examine your setup!