Remote Access Software

Remote access software is any software that allows a user on one device to give permission to another user to remotely access a different device, whether inside or outside of the network firewall. Typically, an IT technician uses remote access software to support a remote workforce or customers for a number of different use cases. The software can connect devices within the same office building or across continents, granting support team administrators the ability to control computers, laptops, and mobile devices anywhere, at any time of day.

Remote access software facilitates troubleshooting for servers and workstations. IT administrators with remote access software are equipped to control the mouse and keyboard actions of remote devices from their own local devices in real time. This form of advanced screen sharing empowers technicians to remotely administer support and troubleshoot any issues, allowing them to reboot systems, clear event logs, start or stop any services in motion, copy and delete files, and more.

Remote access software integrates with all operating systems. Whether your team relies on Windows, Linux, or Mac OS X systems, robust remote access software connects to all relevant operating systems to facilitate remote control. On-the-go support can even be achieved for administrators with iOS and Android devices. Support features like live chat, file transfer, and screenshot capture help aid technicians and end users alike during remote support sessions.

Remote access software is set up for scalability: As your company grows—whether it’s adding new products, taking on new clients, or constructing new departments—so does your employee base. Assisting employees in offices spread across the country and across the globe is critical to the success of your company’s day-to-day operations.

Remote access software is critical for ensuring the performance, health, and safety and security of the remote devices used by employees and clients. The ability to deliver support regardless of physical proximity has revolutionized how the entire IT industry functions, with some of the major benefits including greatly increased end-user satisfaction, reduced maintenance costs, and shorter resolution time per support ticket.

Remote work has its advantages, but IT must maintain visibility into employee remote devices to ensure they’re functional and secure. Remote access software makes it possible to troubleshoot devices, no matter the location. In addition, the right software provides technicians with granular control by offering features like PowerShell integration, system health access, session recording, keyboard shortcuts, and more. The software can even provide basic ticketing features for a more organized approach to employee troubleshooting.

Remote access software is also important because of the support it provides end users, whether customers or employees. Using the right tools can ensure end users have the support they need and feel supported. For instance, end users might be able to access the data they need from remote systems. Users can navigate to a website request button to start the help process, check in-app guides, use chat and VoIP to communicate with the tech, and answer surveys about the process.

Remote access software has applications beyond technical support staff. People who travel for work can also benefit from these software options, as these tools allow for easy access to the hardware, documents, and programs on their desktop workstations from anywhere in the world.

Remote access software is only effective if all the right capabilities are in place. When it comes to choosing a comprehensive, fully equipped solution, look for the following features and capabilities.

Fast remote control. Productivity lags when end users are caught in a bind and waiting for remote tech support. Time is of the essence, and it falls on the shoulders of IT technicians to get end users back up and running as quickly as possible. Look for remote administration tools connecting to end-user devices in a matter of seconds for prompt troubleshooting.

Secure connections. Like all processes involving an exchange of information, forming remote connections comes with a degree of risk. Robust remote access software should feature an array of security features to keep attackers at bay. Encryption practices complying with the Federal Information Processing Standards (FIPS) and Smart Card logon and authentication are a few examples of security best practices in action.

Centralized administration and account management. Keeping track of various licenses and sifting through diverse systems to manage accounts is a time-consuming, labor-intensive task. A comprehensive remote administration tool will centralize all licenses and user account management protocols.

Remote access to out-of-band computers. IT technicians can’t afford to put critical security and maintenance updates on hold. Remote access software offering Intel vPro with AMT, Wake-on-LAN, and Kernel-based Virtual Machine (KVM) features allows technicians to gain remote access to sleeping and powered-off systems.

Screen sharing and session capture. An in-session chat is useful, but sharing a screen is the next logical step so the support technician can witness the problem in real time. Session capture technology—including screenshots of the user’s desktop and recordings of the entire remote access interaction—provides a layer of protection for support technicians and can be used to demonstrate compliance and quality of service.

Remote access software works by establishing connections between two devices across a network or via the internet. Remote support tools require two pieces in play to function. One, the remote-control PC software needs to be installed on local devices and workstations, and deployed on a remote access server. This is because a support technician with the second piece—remote access capabilities—cannot connect to or control an end user’s or client’s workstation without the software agent installed.

When a support technician initiates a remote desktop session, their system sends a request to access and log in to the end user’s device. Once the end user’s device verifies the request against the list of accepted remote desktop users, the support technician can see the screen on the end user’s system and perform the necessary tasks required to resolve the problem.

There are different types of software to consider when selecting a remote administration tool. These tools vary based on their cost, functionality, and scalability. The one you choose should depend on the size of your business and its growing needs. Here’s a quick overview of the common types of remote access software currently on the market:

Open-source software. Free, open-source software may appear tempting, especially for smaller companies, but keep in mind—you get what you pay for. Open-source tools are often fairly limited in their scope and offering. For example, they may only work on certain platforms, fail to offer live chat with end users, or limit connection times.

Basic remote access solutions. On a peer-to-peer level, it may be helpful for employees to use simple remote access platforms to facilitate screen sharing and collaboration. These solutions are especially valuable during large team meetings or training sessions, as they empower employees to feel as if they’re in the same room as their colleagues, even if they’re miles apart. However, basic remote access solutions are just that—basic—and aren’t suited to handle the types of troubleshooting and IT management tasks conducted by IT administrators.

Multi-featured remote-control platforms. This type of remote access software is designed to provide IT administrators with the level of fast, secure, and reliable remote control needed to broaden their support capabilities and reduce resolution times. These platforms offer quick and easy remote access to Windows, macOS, and Linux computers, so no employee is left unsupported. Through high-level encryption and multi-factor authentication, sensitive data is kept safe and secure from cyberattackers during all remote sessions.

SolarWinds^® Dameware^® Remote Everywhere (DRE) is an affordable, easy-to-implement remote administration tool designed to streamline and accelerate remote IT tasks for IT departments of every shape and size. With Dameware Remote Everywhere, administrators aren’t left wondering how to deliver remote support to employees across the country or across the globe. The software connects to multiple platforms, including Windows, macOS, and Linux, to provide fast and secure remote control anywhere, at any time of day.

Dameware Remote Everywhere is a cloud-based remote access software built to help IT technicians provide in-depth support to end users, regardless of location.

Dameware Remote Everywhere comes equipped with an array of built-in system tools and TCP utilities. These combine to empower administrators with the ability to remotely copy and delete files, run custom scripts, reboot unattended computers that have crashed, start/stop services, clear event logs, and more. Technicians enjoy dashboard controls offering quicker insight into basic system info and health, BIOS and device details, and Windows event logs.

DRE also offers the clear visibility and communication features you need to solve technical problems quickly. DRE is built to enable full-screen and fit-screen views, fast video streaming, technician screen sharing, and even color and quality adjustment. DRE is also designed with the end-user experience in mind and offers features like video conference calls, a live chat, and a laser pointer. These features help ensure technicians resolve the end user’s issue correctly the first time.

In addition, security is front and center with DRE software. The platform uses FIPS 140-2-level certified encryption modules and AES 256, 3DES/Triple DES, and RC4 algorithms to encrypt all credentials and other highly sensitive session data during remote sessions. Multi-factor authentication allows administrators to authenticate computers via a Smart Card and PIN—no third-party card reader or middleware necessary.