By far, malware problems are the most frequent support case out there. You hunt and remove the buggers on regular maintenance sessions. New customers would often call you, asking to fix a machine that’s strangely behaving, the screen is locking up, etc.
Remote access tools are the bread and butter of today’s support technician. For many remote access needs, traditional tools (bundled with the OS, provided by the OS vendor, etc.) are used: RDP, SSH clients/servers, Telnet, etc. Let's see how they compare with each other.
Oftentimes, you (or the remote machine) sit behind a firewall, and your remote access tool wants to work on a fancy port. Accordingly, you might have to open that port on both ends. It presents no difficulty if you have immediate access to network configuration on both ends, which often is *not* the case.
Remote technical support is an appealing alternative to traditional on-site support. Remote support means accessing your client’s computer remotely to do system modifications, updates or fixes. Of course, it requires certain skills and tools, but sometimes there’s no viable alternative.