No matter your industry or the size of your business, you likely heavily rely on technology. These tools and systems give us unlimited access to information and enable us to quickly turn work around. However, when disaster strikes, productivity screeches to a halt. If you don’t have remote or on-site tech support, it can further delay getting back to work.
You might be wondering about the two options when it comes to finding the right support: remote vs on-site tech support. As a managed service provider, we know that both have their advantages and disadvantages, making it tricky to decide the right one for you.
Remote vs On-Site Tech Support
Remote tech support typically refers to an outside company, like a managed service provider (MSP), handling all your technical support, hardware and software updates, and all other IT needs. This is typically done remotely, although some MSPs, like Aeko, are happy to travel to your location.
On-site tech support means hiring an IT professional or team of IT professionals to handle all of your IT issues. While they can work on-site, they can also work in a hybrid or remote environment.
Remote Tech Support Advantage
Availability
When your company leverages remote technical support from an outside agency, it likely operates 24/7/365. They will have on-call staff for after-hours and holiday support should a tech issue arise. Technical issues happen, regardless of the time or day, and outsourcing your IT team can mean the issue gets resolved quickly.
This is a particular advantage, especially if you only have the budget for one IT person on your internal staff. If a tech issue comes up while they are on vacation you may have to wait until they get back for the issue to be resolved.
Remote tech support also greatly benefits companies with long hours or many locations both in the U.S. and abroad.
Access to More Experts
When you hire an MSP, you likely aren’t hiring just one person but a whole team. If someone is unsure how to resolve something, they have coworkers to lean on for answers. This team will be full of IT professionals with varying skill sets and you’ll likely have access to all of them. It is a huge advantage to organizations deciding between remote or one on-site tech support professional.
Proactive Support
A remote IT support company will have the resources and tools to proactively monitor and maintain your entire IT ecosystem. They can create schedules for maintenance that don’t impact your daily operations. With continuous monitoring, they can easily spot and correct anomalies or cybersecurity issues before they turn into major problems.
Remote IT Disadvantages
Network Outages
Remote support is fully reliant on good internet and infrastructure within the provider’s own company. However, if an outage or slow internet is plaguing them, it could also affect your organization. It will slow response time down, increasing your downtime and productivity loss.
Cybersecurity
A remote tech support company will have access to a lot of sensitive data, which can be a concern for some people. A good IT company will have strong cybersecurity measures in place. When interviewing an IT company, ask about the cybersecurity measures they use and if they routinely audit them.
On-Site Tech Support Advantages
Both remote and on-site tech support have very similar advantages, but onsite tech support can offer you hands-on, personalized support and quicker resolutions.
Hands-On and Personalized Support
With your tech support working at your location, they are able to bring even more personalized and hands-on support. If someone’s computer is malfunctioning, they can walk right over to it. They will also have more in-depth knowledge of your infrastructure. This is particularly advantageous when your company uses unique hardware or software.
Quicker Resolutions
While remote tech support can be just as quick, having a team in the building can also mean faster results. Your staff can go to the IT department, rather than wait for a response.
On-Site Tech Support Disadvantages
Response Time
While they may be in the building or same area, having a limited number of IT professionals on staff can make response times slower. Remote IT support companies often have more professionals ready to help when multiple issues arise.
Limited Availability
IT issues don’t just happen during business hours. When an issue happens during time off, after hours or when your sole IT professional is sick, then you may be waiting a while.
Limited coverage is also a downfall to onsite support, especially if your company has locations in multiple time zones. To fully support your organization, you’d need multiple team members for each location.
Leverage the Professionals
Whether you choose on-site support or leverage a team of experts remotely, having IT support is invaluable. You’ll notice increased productivity and reduced downtime, and add a new level of expertise to your team. Still weighing your options? We’re happy to answer your questions. Start by booking a meeting with us to leverage a team of IT and cybersecurity experts.
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