Why Your Business Needs BOTH On-site and Remote IT Support

Regardless of whether your organization employs accountants or architects, every modern business needs affordable and responsive technology support. From basic communication systems to hi-tech business continuity solutions, pretty much everything your office does involves some form of IT. And unfortunately, sometimes IT breaks.

When you weigh the pros and cons of hiring your own IT staff vs outsourcing support to a managed IT services company, making the right decision is seldom cut and dried.

Before you even consider outsourcing, you must first decide whether on-site or remote support would be better for your business. Spectrumwise is here to help you make the best informed decision possible.

Remote IT Support

Remote support is exactly what it sounds like: fixes, routine maintenance, and miscellaneous assistance are remotely carried out via the internet.

You don’t need a premium internet connection to enjoy the benefits of remote IT support; most businesses in the Charlotte area are already equipped to receive it. You’ll notice faster resolution times on Day 1.

Technicians will be able to access your network and computers to troubleshoot issues without being hindered by bad traffic or office closures.

Remote IT support services can fix the majority of IT issues that plague small and mid-sized businesses. This approach works especially well for companies that want to offload tedious troubleshooting issues so their overworked in-house technicians have more time for bigger and more strategic projects.

In many cases, remote support can resolve IT problems before anyone in your office even notices them, which results in more employee productivity and a significant decrease in downtime. The bottom line is: Quick and efficient resolutions to technology troubles gives you a better return on your investments.

On-site IT Support

This one is the exact opposite of remote support. It basically involves a technician traveling to your office to perform any required work. Technicians can troubleshoot issues in real time without relying on software or an internet connection.

Of the two options, dedicated on-site support is usually more expensive, especially if it’s a full-time employee that gets paid even when there aren’t any problems to work on. Large enterprises can usually afford several in-house technicians, but SMBs are better off partnering with an outsourced IT provider that provides on-site support as needed but charges less than a full-time employee.

The Benefits

Every business is different, so there’s no one-size-fits-all approach. But this list of benefits may help you decide.

On-Site Support (from a managed services provider (MSP)):

  • Better for critical/hardware issues
  • Technicians can provide face-to-face employee training
  • Technicians are more likely to notice red flags that are invisible through a remote connection
  • Technicians are available when unforeseen problems arise at your office/location
  • Steady cost for full-time technicians

Remote Support (from an MSP):

  • Faster – speed and efficiency with the majority of issues resolvable
  • Problems that interrupt work can be handled during off hours
  • Middle-of-the-night problems detected and resolved before you come into the office
  • Remote technicians can give you access to your data anytime, from any location

At the end of the day, each has their own strengths and weaknesses. On-site support from an MSP is great, but most issues can be fixed quickly and thoroughly with remote support.

If you’re having trouble deciding, an MSP like Spectrumwise can provide a free assessment and IT recommendations — Call us now.


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