Remote Support Services

Avatar On: September, 30th 2020 | Under: support

Remote Support Services: – The answer for the Remote Workforce

The workplace environment has changed thanks to Covid. Workers are working remotely and post Covid, it is expected that many workers will spend some of their working week continuing to work remotely.

The big question is what support they need when something breaks or is not working effectively? This is where a busines needs a good IT support company that knows when a remote worker needs help (Remote Monitoring) and they can proactively support and fix issues by a Remote support service.  Meaning that the IT support company prevents issues before they happen enabling workers to maintain their productivity. This applies equally to homes as they become more connected and require their internet for all those daily activities.

What is Remote Monitoring?

With IT it’s far better to prevent than have to fix, makes sense just like a motor vehicle requires regular servicing rather than driving until something breaks.  When working with a Computer Troubleshooter location they deploy a small piece of software( known as an agent) on your device or through a network. The agent monitors your devices and based on the established rules alerts the Troubleshooter when something is not looking right. This allows the Troubleshooter to act, the Troubleshooter investigates and takes care of the issue. What this means for a business is they can rest easy knowing their IT is always being taken care of.

What is Remote Support?

So, you are asking yourself the question why do I need remote support? Put simply because sometimes the issue requires the technician to access your computer to fix the issue.  Remote support is where the  technical support representative accesses an end-user’s computer via a secure internet connection.

The end-user permits access to their computer and this enables the technician to complete a diagnoses, and with your approval undertake the fix. Speed of fix is the key advantage and minimal downtime as the device does not need to be taken offsite or staff sitting around waiting for the technician to arrive onsite.

The other benefit is being able to see what is going on through the sharing of an individual’s screen. This enables both the technician and the end-user to have access to the desktop at the same time. Using the shared computer screen, the technician is able to explain what they are doing and why. This makes the whole support equation very transparent and a learning experience for the business owner.

As consumers, most of us are familiar with on-line “live chat” sessions where you can seek assistance on technical questions about products or an accounts issue.  Remote support is in a sense the same, think of it as having a friendly co-pilot onboard helping an employee navigate the fix.

Key Benefits of Remote Support Services: – Business

Remote support offers several key benefits:

  • Cost savings are achieved by accessing IT support only when it’s actually needed. Many IT providers provide managed IT support plans with favourable remote support rates compared to clients  who only call when something goes wrong. Ask your Computer Troubleshooter about their managed IT support plans.
  • Efficiency is enhanced by using remote support for certain types of repairs. At the current time with a large percentage of the workforce working from home, remote support means your they can access IT support when they need it and get that support straight away meaning less downtime for them.

    To get the support all the worker has to do is submit a ticket from the support icon on their tool bar. No phone queues, no emails in an unattended inbox, just immediate response.

    Starting a remote session is as simple as downloading the remote connection software, in our case, from the Troubleshooter location’s website. This immediately eliminates downtime for employees, no need for appointments, and no call out fees to cover the technician’s travel time.

    When the word returns some form of normal the other benefit is when travelling is having the access to IT support when needed. It helps avoid the catastrophe  the night before a  big presentation and your computer fails while stuck in a hotel room.

  • Flexibility is critical because many employees are using not only their office desktops, but also laptops and a variety of mobile devices. The “bring your own device” movement has created greater needs for technical support that is skilled across a variety of platforms. Remote support offers flexibility and convenience, while also delivering secure service and support session audit history.

Remember all of the same benefits apply to having this capability in your home. Think about how many internet connected devices you are using in your home and the Wi-Fi printer losses its connection, what do you do? 

Being ready for Remote Support?

Business owners need to be aware of new IT solutions that can save time, money and resources while increasing the efficiency of their business. Remote support is a strategy that delivers results and assists businesses to stay competitive. Be in the drives seat, take control of your business’s IT with remote support.

Talk to your local friendly Computer Troubleshooters location today  Call 1300 28 28 78 y and one of our technology professionals will be happy to discuss the various remote support packages for business and residential homes.

Remote support Melbourne, Remote Support Sydney, Remote Support Brisbane, Remote Support Gold Coast, Remote Support North Queensland, Remote Support Adelaide, Remote Support Newcastle, Remote Support Perth, Remote Support Bunbury


Business Data Backup – What You Need to Know

Avatar On: August, 20th 2020 | Under: Backup

Business Data Backup – What You Need to Know

Data is the lifeblood of business, and no matter the size of your business, there is a need to be vigilant about protecting data, as the cyber criminals are looking to get their hands on it. The loss of sensitive information is very costly to recover and is damaging to a business’s reputation.

Imagine if you lost your client data, your transactional information, or your business data records? Can  you recover this information? Would your business survive?  A recent report completed by IDC indicated every minute of downtime is costing a small busines subject to size from $137 a minute to $437.  Back in 2017 a survey of small businesses in Australia revealed that a failure to back up data was costing between 3-10% of revenue. No wonder research shows that a massive 50% of businesses don’t survive a loss or breach of data.

The main sources of data loss are related to hardware & system problems, human error, software corruption, cyber-attack through computer viruses and natural disasters. The key learning is that a business must have the ability to recover data and resume operations quickly in order to survive. The other learning is be prepared and have a clear plan of action.

Where to start? 

The first step is to be proactive and make sure that you have consulted with your IT provider about the methods being utilised to protect your data sovereignty. Secondly work through how they would recover your data and time involved. This will enable you to calculate the business cost of failure. Then compare the yearly cost of prevention. Remember this Is like taking out an insurance policy and reducing the likelihood of making a claim .

Talk with your local Computer Troubleshooters about a reliable and affordable data backup and recovery solution so you can rest easy at night knowing your data is safe.

It is recommended that your solution includes the utilisation of the cloud to backup data and the usage of cloud infrastructure to recover. Commonly referred to as Cloud computing. Cloud computing is on the rise with Australian businesses.

Switching to a cloud-based application means you won’t need costly on-site equipment & may receive automatic updates and security upgrades within your subscription plan. This delivers significant savings in time and money.

Remember the aim is to protect a business’s  data from cybercrime and ensure it can be restored quickly if a loss or breach occurs, minimising disruption to your productivity within the business.

Everyone’s data requirements are different, and your data backup plan needs to meet your business requirements. Some key aspects to consider with a cloud solution are; where the data centre is located, security of the data centre and protocols for access, protection against outages, and the capacity to scale as required. Another major consideration is understanding what will be backed up, and frequency of backup.

Your local Computer Troubleshooters expert understands the effect that data loss and breaches will have on a business, and therefore we only install the most advanced cybersecurity solutions on the market and use only the leading supplier products.

Don’t become a statistic, let us help you Increase the productivity of your employees and mitigate the risk of the costly downtime caused by system failures. Talk with your local Computer Troubleshooters 1300 28 28 78 to understand the data backup and recovery solution options we can provide.

Are your Home technology devices performing optimally

Avatar On: July, 29th 2020 | Under: Backup, Security, support, Wi-Fi

Are your Home technology devices performing optimally?

Residential Support – that delivers.

Did you know that 600,000 hard disks crash every year in Australia? In addition to that, nearly a third of all Australian adults are affected by cybercrime, losing precious money to new viruses and security threats that emerge every day.

Everyone relies on technology to live their daily lives, and the home network consists of many elements. The average home has approximately 18 smart devices and within a few years this could grow to beyond 25 devices, all connecting wirelessly to a network with the capacity to transmit data.

The internet and COVID-19 are having a dramatic impact on consumer habits. People are stuck at home, working, streaming, shopping – all online. The internet and everything that comes with it continues to change the way we live, meaning that tech support at home is increasingly crucial.

Ask yourself – is your Internet & Wi-Fi connection and IT technology performing optimally? Imagine thinking no more technology interruptions, that’s the peace of mind you deserve. How? Outsource the management of your home IT.  Engaging with your local Computer Troubleshooters to provide dedicated tech support means you can rest easy knowing your technology and data is safe.  Your local Computer Troubleshooter expert can configure your home network, install security solutions, and perform regular maintenance ensuring your desktops, laptops are working properly and securely.

Now more than ever, remote working is on the rise. The impact of COVID-19 means that Australian businesses are allowing their employees to work from home. Our experts offer residential support services that include computer diagnostics (identifying problems, defining, and proposing solutions) computer & laptop repairs, tune ups, data backup, data transfer, new computer setup, home network configuration & NBN integration.

A Computer Troubleshooters solution for the residential client protects your networks and hardware from malware, spyware, Crypto locker & virus threats. Computer Troubleshooters provide a range of internet security services, including both proactive and prevention products. If your computer is already infected, our experts can remove viruses and spyware and patch and install the latest software.

The Computer Troubleshooters Protection Plan Solutions can be tailored to meet your support needs, for a small monthly fee. Talk to your local Computer Troubleshooter who will tailor a plan to suit your needs.

  • Worried about losing files and precious photos?
    We can assist with back up and cloud support.
  • Concerned about viruses & cybercrime?
    Let us take the worry away with monitoring that alerts your local Computer Troubleshooter to issues before they happen. Meaning it’s fixed before you have a disruption to your technology life.  You can be confident that you are doing everything to limit the opportunity for a phishing or ransomware attack.
  • Does your computer performance seem slow?
    Give our experts a call for a tune up of your computer.

Our on-demand services are available to residential customers without a service contract, for a computer technician at an hourly rate (or fixed-fee pricing where appropriate).

We offer quick and timely resolution, especially when you utilise our Remote Support Service.

If you have an internet connection, then we can aim to fix your issues without even coming to your home. This means we can diagnose your problem, present you with the remediation option and before you know it, we have rectified your problem.

No internet connection a solution is at hand. We offer onsite support, where the technician will travel to you and diagnose your situation. We can even complete a home audit of your technology environment and make recommendations that will make your life easier.

No problem is too big or too small, don’t lose your precious memories or jeopardise your home office, get a solid data backup, security, and tech support solution in place for your home today.

Visit our website at www.computertroubleshooters.com.au to view all our products and services or call 1300 28 28 78 to discuss your needs with your local Computer Troubleshooter.

Cyber Attacks on the rise

Avatar On: July, 1st 2020 | Under: Security

Cyber Attacks on the rise

Prime Minister Scott Morrison and his government are so concerned about the rise in the volume of Cyber-attacks that a specific press conference was held on Friday June 20th declaring Australia under attack. 

This is warning Australian businesses to be proactive in defending themselves against a potential attack.

The Australian Cyber Security Centre (www.cyber.gov.au) (ACSC) has identified that the threat actor is utilising various spearphishing techniques. These have taken the form of:

  • links to credential harvesting websites
  • emails with links to malicious files, or with the malicious file directly attached
  • links prompting users to grant Office 365 OAuth tokens to the actor
  • use of email tracking services to identify the email opening and lure click-through events.

Given the uptake of Office 365 by Australian businesses due to the majority of the workforce currently working from home, it is more important than ever to be talking with your local Computer Troubleshooter. This will  ensure you are doing everything within your power to minimise the risk of an attack and disruption to your business.

The best form of defence against cyber-attack is to use a layered approach which means more than just having endpoint protection on your devices. Even with just Endpoint protection, too many employees and businesses do not have the latest viruses’ definitions or the latest software patches issued by the vendor.

The Computer Troubleshooters protection/managed service plans are designed to enable a business to minimise the risk and to have the confidence that all the basic mitigation strategies are deployed in your business.

No single mitigation strategy can prevent cyber-attack incidents.  The Australian Cyber Security Centre located within the Australian Signals Directorate has developed eight mitigation strategies that are considered as the baseline -essential for all organisations to protect themselves against cyber incidents. Collectively this is known as the Essential Eight framework.

Given the current threat environment the following detection and mitigation strategies are highly recommended by the ACSC.

  • Prompt patching of internet-facing software, operating systems, and devices

This means all businesses should ensure that security patches or mitigations are applied to internet facing infrastructure immediately.  If you are not  sure what this means then talk to your local Computer Troubleshooter by calling 1300 28 28 78.

This includes ensuring all software and operating systems are using the latest versions.  A CT Business protection/managed services plan includes the automatic patching of all your systems.

  • Use of multi-factor authentication across all remote access services

Are you using web and cloud-based email applications (Office 365, Xero accounting), collaboration platforms (Teams) a virtual private network connection or Remote desktop services? Then you should have Multi-factor authentication implemented. This gives you a much higher degree of security against fraudulent access to your systems.

What other of the essential eight strategies need to be implemented?

  • Application control

Ensure that all executable files are restricted from being able to run. This includes ensuring this restriction applies to all servers and any workstation devices.

  • Configure Microsoft 365 macro settings

Ensuring that only Microsoft office macros are allowed to deploy after the user is prompted for approval,  that no security settings can be modified by a user, and that macros in documents sourced from the internet are blocked.

  • User application hardening

Ensuring that web browsers are set up to block or disable support for content that uses Flash. Ensuring that web browsers are configured to block java from the internet and also to block web advertisements.

  • Restrict administrative privileges

Ensuring that access to systems, applications and data repositories are validated when first requested by a privileged user. Broader Policy security controls are used to prevent privileged users from reading emails, browsing the web, and obtaining files via online services. This will include continued revalidation of users’ access at  regular intervals as set by a system policy.

  • Daily backups

Ensure that information, software, and configuration settings are backed up monthly at a minimum .. Make sure that that  all backups are stored for a nominated period of time between a month and three months, using multiple backups – both physical and cloud. Backups to be preserved in a non-rewritable and non-erasable manner, and restoration tested annually at the very least (though preferably on a more frequent basis). Tests to be conducted both in part and full.


Remove the stress!  Be confident you have it covered.

No matter what the size of your business is,  no business is safe from cyber-attack unless you are proactively  managing your risk in an ongoing manner. This is not something that you can ignore –  it is a moving beast and your business needs to manage the risk. If you don’t have a dedicated IT department or an ongoing support department then you need to find out more about how your local Computer Troubleshooter can help. A Computer Troubleshooter will assess your risk and develop  proactive managed plans of protection with you.  Sleep comfortably at night knowing your business is in safe hands. Call 1300 28 28 78 or visit our website at www.computertroublehsooters.com.au


Business Data Breach Laws – Australia

Avatar On: May, 25th 2020 | Under: Data Recovery, Security, support

Business  Data Breach Laws – Australia

What is the impact for Business?

Data is more valuable than oil, as data is the lifeblood of any business. Data by itself like oil, needs to be refined before it is transformed into a valuable commodity.

Data is collected everyday as part of normal business activities, assisting businesses to make important business decisions such as marketing and forecasting. Today’s greatest challenges though are hackers – cyber criminals who are focused on and love to get their hands on a business’s sensitive and valuable business data, a prime target being customer information.

In 2018, the Australian Government introduced new laws to protect consumers against data breaches. Essentially, any company with a turnover exceeding $3 million must alert its customers of a data breach as quickly as possible. Failing to report the breach, an organisation can be fined up to $1.8 million.

According to the Office of the Information Commissioner data breaches in Australia are still rising meaning many companies remain unprepared. The July-December 2019 Notifiable data breaches report reported that Malicious or criminal attacks (including Cyber incidents) account for 64% of all notifications, human error remains the second biggest cause at 32% of all reported breaches.

Causes of data breaches in Australia

So, what can you do to recover in the event of a data breach? More importantly, what can you do to prevent falling victim to hackers?

Preventing and Recovering from Data Breaches

If you suspect somebody has accessed your data without authorisation, you should comply with government guidelines and notify the authorities immediately.  Report a data breach here.

The last thing you need is a financial penalty that could put your business under. That’s why it’s best to maximise your IT security so that hackers can’t penetrate your system. Here are some tips:

If you lose your data, you’ll need to get it back – quickly. That’s why you should always securely back up your data to the cloud, where you can recover it within seconds.

  • Create a cybersecurity framework

Recent surveys suggest that the majority of Australian business owners plan to implement a cybersecurity framework within the next 12 months. But with data breaches on the rise, you might want to consider moving the task towards the top of your to-do list. There are plenty of ways in which you can secure your network and ensure only people with authorisation can access sensitive data. If you’re unsure of what’s available, give us a call. We’ll detail the types of systems trusted by global corporations and even governments.

  • Make sure remote workers follow protocols

It’s highly likely that, increasingly, you’ll have employees working from home, which isn’t necessarily a bad thing for plenty of reasons. Nevertheless, remote working does increase the risk of a data breach, so make sure you have rules in place for your at-home employees. You need to tell people to stick to using your corporate network for work tasks and to avoid transmitting work files using personal email addresses.

Let Our Experts Protect Your Data

The national network of Computer Troubleshooters Franchise locations continues to be at the forefront of supporting small to medium businesses with a range of services aimed at prevention of a data breach. To discuss your options, contact your nearest local expert to discuss your concerns either visit our website or call 1300 28 28 78

Your local  Computer Troubleshooters expert understands that both hacking and the recent changes to data breach laws can wreak havoc on your business, which is why we only install the most advanced cybersecurity solutions on the market and use leading suppliers products.

If you have any questions about data breach laws, the effect they can have on your business or the innovative solutions available to prevent hacking, don’t hesitate to talk with us on 1300 28 28 78.

8 Reasons to Engage IT Support

Avatar On: April, 30th 2020 | Under: Computer Equipment, How To: Technology 101, Office 365

8 Reasons to Engage IT Support

Speeding up Your Laptops and Desktops

Do you find that you frequently run into problems with your IT equipment that prevent your employees from getting on with work? Are your laptops and desktops running so slowly that people need to spend hours completing tasks that should take minutes?

Low workplace productivity harms your bottom line. But there’s no reason to let your IT infrastructure be a problem if you engage Computer Troubleshooters support services.

Here’s some things we can do for you:

Update Your Systems Automatically

It’s easy to neglect those software update requests when you’re juggling a multitude of tasks. However, those updates are often purposed to improve the efficiency of your systems. If you don’t have time to handle updates, you can outsource the task to us, and we’ll handle it remotely.

Install Patch Fixes and Security Enhancements Remotely

Updating your software is just as important as upgrading your IT security, especially with the rise in data breaches in Australia. If hackers can penetrate your system, you can feel confident that more than just workplace productivity will be affected. Again, engage our IT support services, and security updates will be handled automatically.

Store Your Data in the Cloud

Why clog up your hard drives and servers with data that could be stored in the cloud? By securely storing data in the cloud, you can access it from wherever you like while ensuring it remains out of the hands of hackers. Moreover, should you lose any data, you can recover it in seconds, minimising disruption to your business.

Get Software Repairs Quickly

There’s nothing more frustrating than software glitches preventing you from getting on with your job, especially if you have no idea how to fix them. Fortunately, our team of IT specialists can get to the root of any problem.

Have Constant Access to the Most Advanced Equipment

The equipment you use has a dramatic impact on how efficiently your computers can run. When was the last time you replaced your onsite servers? Nowadays, you don’t need to purchase, replace or maintain servers because you can team up with a cloud solutions provider like us instead.

Find out Whether You Could Improve Your Network Speed

Do you understand the ins and outs of all the different networks you can set up in your work environment? Choose the wrong network, and your productivity might suffer as a result. Call us, and we can examine your network and suggest improvements that could have a dramatic impact on business efficiency.

Integrate Business Systems to Improve Communication

If you’re currently operating your business using a variety of standalone IT systems, you might be wasting a lot of time transferring data back and forth as well as facilitating communication between different departments. At Computer Troubleshooters, we can integrate your systems to make the flow of data and communication seamless.

Ensure Support Is Always Available When You Need It

If you ever have any questions regarding how to get the most from your system, or if you run into a problem you don’t know how to resolve, you can feel confident that an expert is waiting to take your call.

At Computer Troubleshooters, we aim to forge lasting relationships with our clients. Outsource your IT requirements to us, and you can feel confident that your IT network will maximise workplace productivity. Call your local Computer Troubleshooters technician 1300 28 28 78 for more information.