When something goes wrong with your tech, one of the first questions is: “Do I need someone to come out, or can this be fixed remotely?” It’s a fair question — and the answer depends on the situation.

Here’s a simple breakdown to help you decide.

When remote support makes sense

Remote tech support means a technician connects to your computer over the internet and fixes the issue while you watch. It’s fast, convenient, and often more affordable.

Remote support is ideal for:

  • Software issues — Apps crashing, slow performance, error messages, driver problems.
  • Email and account problems — Can’t log in, email not syncing, password resets.
  • Virus and malware removal — Most infections can be cleaned remotely.
  • Printer and device setup — Connecting printers, scanners, and peripherals.
  • General questions — “How do I do this?” — screen sharing makes it easy to walk you through anything.

The big advantage? No waiting for someone to drive out. Most remote sessions start within minutes of your call.

When on-site support is better

Sometimes you need hands on the hardware. On-site support means a technician comes to your location to fix the problem in person.

On-site support is better for:

  • Hardware failures — Dead screens, broken keyboards, faulty power supplies.
  • Network and cabling — Wi-Fi issues, setting up routers, running cables.
  • New equipment setup — Unpacking, installing, and configuring new devices.
  • Server and infrastructure work — Anything that involves physical access to your server room or network closet.
  • Complex multi-device setups — When several things need configuring together.

The hybrid approach

Many of our clients use a mix of both. Quick fixes and day-to-day issues get handled remotely. Bigger projects and hardware work get an on-site visit. It’s the most cost-effective way to keep everything running smoothly.

Not sure? Just call

If you’re not sure which option you need, don’t stress about it. Give us a call and describe what’s going on — we’ll recommend the best approach and give you a clear quote before we start.

Most issues can actually be resolved remotely, which means faster service and lower cost for you. But if it needs an on-site visit, we’ll let you know upfront.

Get in touch or call us on 0432 792 056 — we’ll sort it out.