Remote IT Support for Hybrid Teams | MA, RI & Charlotte, NC | Fairoaks IT

Question 1

What’s the safest way for employees to work from home?

Accepted Answer

Company-managed devices, multi-factor authentication on every login, and secure access to company systems, so work data never lives on personal computers or personal cloud accounts. Add endpoint protection, encryption and security updates that reach every device wherever it is, plus training so remote staff can spot phishing. That covers most of the risk.

Question 2

VPN, remote desktop or cloud apps: which should we use?

Accepted Answer

It depends on your software. If your team mostly uses Microsoft 365 or other cloud apps, secure cloud access with multi-factor authentication may be all you need. Software that only runs on an office server is better reached through remote desktop or a hosted desktop than a slow VPN. Many businesses use a mix, and we design it around the applications your team actually uses.

Question 3

Can employees use their personal computers for work?

Accepted Answer

We don’t recommend it. Personal computers often miss updates, lack business-grade protection and are shared with family members, and company data left on them is hard to remove when someone leaves. Company laptops cost more up front but cost far less than a breach. If personal devices must be used, a hosted desktop keeps company data off the device itself.

Question 4

How do you support remote employees?

Accepted Answer

The same way we support the office. Remote employees call, email or use our client portal, a real person starts on the issue in under 12 minutes on average, and most problems are solved remotely while they’re on the phone. Live support runs 8 a.m. to 5 p.m. Eastern, Monday through Friday, with after-hours support available.

Question 5

What happens if a laptop is lost or stolen?

Accepted Answer

With the right setup, very little. An encrypted laptop protects the data on it, multi-factor authentication stops anyone from using saved passwords, and a managed device can be locked or wiped remotely. Report it right away so we can cut off access, and you’ll be back to work on a replacement quickly.

Question 6

How do you set up laptops for new remote hires?

Accepted Answer

We configure each laptop with your applications, security tools, encryption and multi-factor authentication before it reaches the employee, so they can sign in and work on day one. Accounts, email and access to shared files are ready at the same time. New employee setup is part of our fully managed plan.

Question 7

Do you manage phones and tablets?

Accepted Answer

Yes, as an add-on. Phone and tablet management lets us push company email and apps to devices, enforce passcodes and encryption, keep company data separate from personal data, and lock or wipe a device that’s lost or belongs to someone who left.

Question 8

How do you keep remote devices updated and secure?

Accepted Answer

Every company device we manage reports in to our monitoring system around the clock, wherever it is, so security updates, endpoint protection and health checks happen at the kitchen table just like in the office. If a device stops checking in, misses updates or shows a security alert, we see it.

Question 9

What about home Wi-Fi and routers?

Accepted Answer

Home networks are outside your control, which is why company devices should protect themselves with encryption, endpoint protection and multi-factor authentication, wherever they connect. We also give remote staff simple guidance: change default router passwords, keep router software updated and keep work devices off guest or shared family networks when possible.

Question 10

Can you support multiple offices, job sites and traveling staff?

Accepted Answer

Yes. Multiple locations and people on the road get the same standards: secure access, managed devices and the same support team. We connect offices securely to shared systems and help keep job sites and remote locations online.

Question 11

What security do remote workers need?

Accepted Answer

Multi-factor authentication on every account, encrypted laptops, endpoint protection on every device, email filtering, security updates that reach devices wherever they are, and backups of the files they work on. Security updates, endpoint protection and 24/7 monitoring come standard with our plans. Most of our plans add staff training and phishing simulations, and our advanced security option adds a 24/7 security operations center.

Question 12

How do we stop phishing aimed at remote staff?

Accepted Answer

Remote employees can’t lean over and ask a coworker whether an email looks right, so training matters even more. Combine email filtering, multi-factor authentication and regular phishing simulations, and give everyone one simple rule: verify any unusual request, especially involving money or passwords, by phone using a number you already have.

Question 13

How do we offboard a remote employee?

Accepted Answer

Remove access from every system the same day, including email, remote access, cloud apps and shared accounts, and remotely lock or wipe managed devices if they aren’t returned right away. Arrange to get company laptops and equipment back, and move the person’s files to the right people.

Question 14

Do compliance rules apply to remote work?

Accepted Answer

Yes. Rules like HIPAA, the FTC Safeguards Rule and Massachusetts 201 CMR 17.00 apply wherever the work happens. Encrypting laptops, requiring multi-factor authentication and keeping sensitive data off personal devices go a long way toward meeting them. We help businesses with the technical side of those requirements.

Question 15

Is remote access monitored for threats?

Accepted Answer

Monitoring watches company devices around the clock, and our advanced security option adds endpoint, network and cloud detection and response, watched by a 24/7 security operations center that investigates suspicious sign-ins and activity and responds when something is wrong.

Question 16

What does remote IT support cost?

Accepted Answer

It depends on how many people and devices you support, the remote access setup your software needs, whether you add phone and tablet management, and how much is included in the monthly fee versus billed as used. Laptops and licenses are billed separately. Our IT Buyer’s Guide explains typical industry pricing and the contract terms to watch for.

Question 17

Is remote support included in managed IT?

Accepted Answer

Yes. Remote support and around-the-clock monitoring are part of our managed services. On our fully managed plan, help desk support is unlimited during business hours; on lighter plans, help desk time is billed as you use it. Every cost is explained up front, so there are no hidden fees or surprise invoices.

Question 18

How long are managed IT contracts, and what if it isn’t working?

Accepted Answer

Many managed IT agreements run for multiple years, which locks in your rate and gives your provider reason to invest in your environment. What matters is what happens if things aren’t working, so ask every provider two questions: what happens if you don’t deliver, and how are price increases handled? Get both answers in writing. At Fairoaks IT, ours are spelled out in our agreement, and we’ll walk you through every page before you sign.

Question 19

What happens during a free IT assessment?

Accepted Answer

We review how your team works remotely today, including remote access, laptops and personal devices, Microsoft 365, backups and security, with our proprietary 27-point assessment. You get a plain-English summary of what’s working, what’s at risk and what to fix first. No scare tactics, just facts. It starts with a discovery call.

Question 20

Who provides remote IT support in Eastern Massachusetts, Rhode Island and the Charlotte, NC area?

Accepted Answer

Fairoaks IT provides remote IT support for businesses throughout Eastern Massachusetts, Rhode Island and the Charlotte, NC metro area, from offices in Franklin, MA and Belmont, NC. We’ve been independent and owner-led since 1991, we won the Soteria Award for Most Trusted MSP in North America, and our average time to start on a support issue is under 12 minutes.

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