"As you might expect, I always try to minimize the need to send a technician onsite to a remote location. Onsite visits are costly, extend the downtime for the end-user, and reduce the resources I have available to resolve other issues. When the remote user calls with a technical issue, my team and I use a hierarchical approach to resolve the issue. We use several different online tests to identify the root cause and then use procedures we can execute over the network to resolve it. Only when all of these have failed do we send somebody onsite. When dispatched, the technician is equipped with all the hardware and software resources we feel they will need to quickly resolve the issue."