Remote IT Support
Remote support for staff working from home, on site
A staff member working from home cannot reach shared files or connect to the office systems.
A staff member working from home cannot reach shared files or connect to the office systems.
Staff working from home rely on several moving parts - their home internet, a VPN or cloud sync, their Microsoft 365 sign-in and the permissions on shared folders. When one fails, the symptom is often just that files will not open. A remote session on the staff member's own computer lets us check each link in turn, from whether the VPN connects to whether OneDrive or SharePoint has stopped syncing quietly in the background.
What the technician does
- Connect to the home computer with the staff member's permission
- Check the internet connection, VPN or cloud sync and sign-in
- Restore access and confirm files open and save correctly
Have the staff member near their computer, with their work sign-in details ready.
About remote support for staff working from home
Once the cause is found, we fix it on that computer and check the matching setting in the office where needed, such as an expired VPN account or missing folder permission. We confirm the person can open, edit and save files in the right place, not just see them. If the home internet or Wi-Fi itself is the problem, we explain exactly what to ask the internet provider, or arrange a visit if the fault needs hands-on work.
What usually causes it
- A VPN client that needs updating or re-signing in
- OneDrive or SharePoint sync paused or in error
- Expired passwords or multi-factor sign-in prompts
- Folder permissions changed in the office
Before we arrive
- Be at the computer at the start of the session with it switched on and connected to the internet
- Any error message written down or captured as a screenshot
- Your Microsoft 365 or email sign-in details, if the problem involves an account
- A note of anything that changed just before the problem started, such as an update or a new device
What a visit looks like
When you book remote support for staff working from home, you tell us what's going on and we reply with a time that suits you and a price. Nothing starts until you're happy with both.
On the day, the technician arrives, looks at the problem in person and confirms the plan with you before starting. If something turns out different from what was expected - a part is needed, or the cause is somewhere else - we stop and agree the change with you first.
When the work is done we test it with you, show you what was changed, and leave the area tidy. For business jobs we note what we did, so there is a record for whoever looks after your IT next.
Pricing
From $60 + GST ($69 incl. GST) for remote help, no call-out fee
| Charge | Price | Incl. GST |
|---|---|---|
| Call-out, per onsite visit | $26.09 + GST | $30 |
| First hour on site | $135 + GST | $155.25 |
| Each half hour after the first hour | $60 + GST | $69 |
| Remote help session (no call-out) | $60 + GST | $69 |
| SuperGold card holders - first hour at home | $116 + GST | $133.40 |
Every visit includes
- Travel to your site
- Diagnosis on site
- Fix tested with you
- Plain-English explanation
- Notes for business jobs
- Tidy finish
Remote support for staff working from home is charged at our standard rates: a $30 call-out, the first hour, then half-hour blocks. We never charge by the minute or in 15-minute steps, and there are no hidden extras.
Larger jobs - a new network, a run of cabling, a server or a camera system - get a free quote before any work starts, so you know the cost up front. Parts and equipment are quoted and agreed before we order them.
There is no contract, no monthly fee and no membership. You book the job you need and pay for that job.
Remote support for staff working from home: questions
Does the staff member need admin rights for this?
Not always. Many fixes can be done with their normal sign-in. If an install or setting needs administrator access, we use the business's admin account, entered by us during the session, so the staff member does not need to know it.
Can you help several home workers at once?
Each computer needs its own session, but they can be arranged one after another. If several people lose access at the same moment, the cause is usually central, such as the VPN or a permission change, and we check that first.
Do you do remote support for staff working from home on site?
Yes. We come to businesses and homes across Auckland and Hamilton and do the work where the equipment is.
How much does remote support for staff working from home cost?
It depends on what's involved. Tell us about the job on the form and we'll confirm the price before any work starts.