How Remote Assist Works
Fixspert's Remote Assist is a consent-first remote support tool. Nothing happens without your explicit approval — and every action the engineer takes is recorded in the session audit log. Here's the flow:
- 1. User consent. The engineer requests a Remote Assist session from the ticket. You must explicitly accept before any connection is established.
- 2. Screen sharing. Once accepted, the engineer sees your screen. They can guide you through fixes or take control (next step).
- 3. Remote control (opt-in). If you grant control, the engineer can operate your mouse and keyboard. You can revoke control at any time without ending the session.
- 4. File transfer. The engineer can transfer diagnostic scripts, patches, or log files back and forth — with your permission per transfer.
- 5. Session termination. Either party can end the session instantly. A full audit log is saved to the ticket for future reference.
Security Controls
Remote support is powerful — and risky if it isn't gated properly. Fixspert builds in several layers of control so you stay in charge the entire time:
- Access permissions — grant or revoke screen-sharing and remote-control independently. You can share your screen without giving up control.
- Session termination — one click ends the connection immediately. There is no "engineer-side override".
- Audit logging — every action (connection, control grant, file transfer, command run, disconnect) is recorded with a timestamp and stored on the ticket.
- Per-session scope — the session is scoped to a specific ticket. The engineer can't reconnect later without a fresh request and your fresh consent.
Remote Assist sessions are tied to the complaint/ticket — they're not a permanent back door into your machine.
What Can Be Fixed Remotely
A surprisingly large share of IT issues don't require anyone to physically touch the machine. Common remotely-fixable problems include:
- Software issues — application crashes, OS errors, configuration drift, and broken updates.
- Network configuration — DNS, VPN, firewall rules, router settings, and Wi-Fi tuning.
- Code debugging — build failures, runtime exceptions, and CI/CD pipeline issues. Senior developers can pair-program with you over Remote Assist.
- Cybersecurity scans — security audits, SSL/TLS checks, exposed-file detection, and leaked-secrets scanning run against your domain.
When You Need Onsite Support
Physical hardware failure
A laptop that won't power on, a server with a failing RAID array, or a networking closet that smells like burnt plastic — none of these can be fixed through a screen. For hands-on diagnostics and component replacement, you need an onsite engineer.
Complex infrastructure installations
Setting up a new server rack, running cables through walls, or installing physical security cameras all require someone on-site. Post your problem with the "onsite" delivery option and engineers in your area will bid.