Remote support tools let a technician see or control a user’s computer without being on site. They cut resolution times and travel costs, but they’re also attractive to attackers.

Types of tools

– Attended support: the user starts a session and shares a code, so it’s ideal for ad-hoc help

– Unattended access: technicians connect to managed computers without the user present, such as servers and workstations

– Built-in tools: Windows Quick Assist and similar features

– RMM-integrated remote control: access through your monitoring platform

Features to look for

– Strong encryption and MFA for technicians

– Session logging and recording for accountability

– Role-based permissions

– User consent options for attended sessions

– File transfer, chat, and multi-monitor support

– Cross-platform support (Windows, Mac, Linux, mobile)

– Integration with ticketing

Security best practices

– Require MFA on all remote access accounts

– Don’t expose remote desktop (RDP) directly to the internet

– Use a single, approved tool and block unauthorized ones

– Log and review sessions

– Train staff to verify support calls. Scammers pose as “tech support.”

– Revoke access when technicians leave

Why this matters

Attackers frequently abuse remote access tools and compromised credentials to gain entry to networks.

Choose a provider carefully

If an MSP supports you, ask how they secure their own remote access tools.

DBR Soft provides secure remote and on-site support under clear security standards. Contact us for more information.