AT&T and Intel are planning to bring remote PC tech support to small and midsize businesses, offering them helpdesk capabilities normally found in larger enterprises. AT&T said that its Tech Support 360SM, an IT virtual helpdesk that provides live, permission-based remote technical service for businesses, is expected to support Intel vPro technology.
According to AT&T, the Tech Support 360 provides remote 24/7 support by US-based technicians and includes setup, configuration, troubleshooting and performance optimisation for PCs, laptops, Wi-Fi networks and peripheral network devices, and smartphone setup and configuration.
In addition, the technicians troubleshoot computer hardware and software problems by remotely connecting to and accessing customer computers, diagnosing the problem and taking corrective action.
The companies said that under the collaboration, Intel Remote PC Assist Technology (Intel RPAT), a feature of Intel vPro technology, would enable small businesses experiencing PC problems to enter a keystroke sequence on a failed computer – even if its operating system is down – to connect the failed PC with technicians over the internet through an encrypted connection.
The Tech Support 360 technicians can then address the PC remotely, even when it has become inoperable due to problems such as hardware or operating system failure, or corruption by a virus or malware, the companies added.
David Tuhy, general manager of business client group at Intel, said: “AT&T’s Tech Support 360 in conjunction with Intel vPro technology opens the door for new managed services to address these concerns. By adding support for Intel Remote PC Assist Technology, AT&T will be able to deliver a higher level of service to customers by improving PC troubleshooting and reducing support costs using an encrypted connection over the Internet.”
