iOS Remote Support: How To Set Your Team Up For Success

While remote work’s initial adoption was urgent, its staying power has been reinforced by the growing importance of flexibility and mobility in today’s work environment. With teams now spread across cities, countries, and continents, mobile devices have become essential tools for staying connected, managing tasks, and collaborating in real-time.

Some studies have found that remote work can save the average employee about two hours per week and that enhanced productivity benefits workers and employers.

However, these work arrangements also introduce a greater need for remote mobile support. Employees working from home rely on remote devices, and the help they’ll require will also be conducted remotely. 

Therefore, you’ll need to provide your employees with fast, on-the-go solutions that provide iOS remote support for Apple devices such as iPhones and iPads.

Introduction to iOS remote support

Popular among consumers, iOS devices suit work-from-home arrangements well because the familiarity helps diminish any adaptation struggles or training needs. 

Still, supporting your employees means providing them with strategic, accessible remote support for mobile devices—from account and device provisioning to their ongoing challenges.

What are iOS devices?

Any mobile device that runs the Apple iOS mobile operating system can be included in this category. iOS devices are known for features including:

• Communication: These devices have a built-in video messaging app called FaceTime and native support for traditional voice calls. FaceTime is just one way for employees to stay in close touch with each other, customers, and clients.
• Collaboration: iOS devices provide access to app versions of collaboration tools such as Microsoft Teams, Google Drive, Freeform, and Slack. Employees can use them to share files, collaborate on joint projects, or communicate quickly and securely.
• Productivity: These devices often use productivity apps such as Apple’s Pages, Numbers, and Keynote, along with implementations of or integrations with third-party apps such as Microsoft Office or Google Docs.
• Security: Apple iOS devices are known for their ironclad security measures. Whether it’s Face ID to unlock screens, app-tracking transparency, encrypted messaging for users, or the ability to perform a remote wipe on a lost device, mobile iOS devices are safe and secure. 

These devices allow your remote workforce flexibility and peace of mind, enabling them to do their best work without geographical restrictions. With iOS-supported remote or hybrid operational models, you’ll also be able to easily recruit, outfit, and manage top talent from anywhere in the world. 

What is iOS remote support?

This global talent pool, however, won’t be able to handle common IT issues by wandering down the hall to your support department. Whether it’s initial equipment setup or troubleshooting with a remote desktop, your employees working outside the office will rely on iOS remote support, including:

• Real-time assistance: If permissions aren’t working for an essential app, technicians can access the mobile device and direct the user to change relevant settings.
• Screen-sharing: Since Apple blocks third parties from making changes to these devices, no app can provide literal remote support. Users must share their screens with the relevant support team to get help.
• Device management: After outfitting remote employees with mobile iOS devices such as iPhones and iPads, those devices become your organization's new cybersecurity frontier. Your organization needs notification and response channels and tools to mitigate endpoint threats appropriately. Moreover, ​​employer-owned mobile iOS devices such as iPads aren’t just for remote employees working in corporate settings. Think about the devices used at check-out in your favorite coffee shop; remote support can help organizations manage devices like these!
• Security and privacy: Are automatic updates desirable on these devices? Do your organization’s IT professionals want company-owned iPads to update automatically, or does it make more sense for them to push relevant updates manually after reviewing them? Your organization can decide to change the configurations of certain updates as needed. 

Why remote support for iOS is important

Remote support for iOS devices offers many benefits, from operating under a more efficient budget to smashing through productivity benchmarks.

1. Lower costs for your organization

Remote work can slash your organization’s real estate (and other brick-and-mortar) expenses. Providing iOS remote support for mobile devices can become an essential cost-cutting measure.

2. Provide on-demand support

Remote tools such as remote desktops or remote control support allow your employees to access IT assistance anytime. They won’t need to schedule support phone calls or drive to repair appointments, and ticket responses will be prompt. 

3. Raise company productivity levels

Two years after the sudden rise of remote work, Americans who maintained these arrangements for at least some time reported that they were about 9 percent more efficient. Providing these employees with iOS remote support helps ensure these productivity gains hold while freeing up more technical staff to handle mission-critical issues.

Reducing the number of tedious, distracting, and menial IT tasks improves employee satisfaction and morale across an entire organization by giving everyone the bandwidth to focus on the more challenging, rewarding tasks their job entails.

4. Grow your tech stack

Implementing remote support for iOS mobile devices can also allow you to push new platforms, apps, or relevant updates across all company-owned devices. Knowing that you can “green light” new installs quickly and easily scale resources—without concerns about any adverse effects on infrastructure or security—gives your IT team far greater control. 

5. Maintain your global reach 

Your organization competes with companies worldwide to hire the best possible candidates for each open role. Even small local companies can establish a global presence in this landscape. Remote support gives your employees what they need—wherever they are.

Setting up remote support on iOS

First, you’ll need to set up your network and its devices properly. Then, you'll need to know what different remote support apps require from your devices to run smoothly and efficiently.

iPhone and iPad system requirements

Exact device requirements vary depending on the remote support apps or remote control tools that you’re using. Here are a few basic requirements to keep in mind:

• Operating system compatibility: iPhones or iPads must run the current eligible iOS or iPadOS version.
• Internet connections: Your employees and IT techs will need access to stable, reliable internet connections (preferably wireless, since cellular data can be slower) to make sure they can communicate.
• Storage space: Make sure your device has sufficient storage space to allow for your remote support app's download and installation requirements.
• Permissions: Many remote support apps will require permission to access device cameras, microphones, and other features as needed.

Step-by-step setup instructions

Once you’ve confirmed that your devices and remote support app will work well together, it’s time to set them up. The following steps will walk you through the process:

• Ensure that your device is running the latest version of iOS or iPadOS. You can check for updates by visiting Settings > General > Software Update.
• Download a remote support app from the App Store on all iOS devices. Many options are available, including ScreenConnect Remote Support, so make sure you know what’s out there.
• Install the remote support app on your device and follow the on-screen instructions.
• Provide the remote support provider with a device ID or access code (found in the app) to allow remote control of the device. 
• Follow any additional instructions your remote support provider provides to grant them access, begin the session, and start receiving help.
• Once the session is complete, disconnect and close the app. 

How technicians connect to iPhones and iPads for remote support sessions

While different apps may provide remote support for iOS mobile devices differently, many rely on screen sharing to facilitate this process. Here’s how it works from the technician’s side of things:

• Download your chosen IT remote control app
• Open the app and enter your technician ID
• Click “Join Session”
• Select “Initiate Screensharing”
• Troubleshoot the issue while sharing screens

If both technician and user are on iOS devices, the process is even more straightforward:

• Connect both devices to the same wireless network
• Activate Switch Control on both devices
• Log into iCloud on both devices with the same Apple ID
• Navigate the Switch Control menu and select the user’s device
• Control their device to troubleshoot the issue

How end users access a remote support session for iPhones and iPads

Here’s how to access remote support for your iOS device as an end user. 

• Download and install your remote support app of choice from the App Store
• Create an account or sign in to an existing one
• Request support through the app, which generates a session code
• Provide your session code to a support technician and grant remote access
• Follow their instructions to troubleshoot your issue
• Test the device to ensure that your issue has been resolved 
• Disable or disconnect remote access to keep your information secure

Troubleshooting common issues

Educate yourself on the most common issues with remote support apps so that you and your end users don’t lose precious time to IT frustrations.

Connectivity problems

Remote support apps must be connected to a reliable internet connection in order to connect to user iOS devices without lag. 

Security concerns

Apple restricts its devices, so remote control of an iOS device isn’t possible. Users must initiate technicians’ access via screen sharing, assist them in finding the issue, and then follow the technician’s guidance to address it. 

Screen sharing opens up additional concerns, though, since technicians can then view user screens. For example, it’s important to keep any compliance regulations—such as the Health Insurance Portability and Accountability Act (HIPAA) or the Payment Card Industry’s Data Security Standards (PCI DSS)—and best practices for sensitive data in mind.

Best practices for effective remote support

By incorporating these simple best practices into step-by-step remote device support processes and documented policies, you can set your organization up for success:

• Ensure user privacy: Use the options to block access, encrypt session traffic, force session disconnects after idle time, and other strategies to protect your end users' privacy.
• Maintain strong security protocols: Control access, use multi-factor authentication (MFA) for technician accounts, and control permissions with role-based security architecture.
• Conduct user training and education: Don’t wait until problems arise to educate your employees about how your remote support tools work. Make sure to incorporate training and updates organically into onboarding processes and regularly throughout individuals’ employment.

Tools and software for iOS remote support

Your organization will discover myriad options for iOS remote support. So, it’s important to consider your company's and end users' needs. 

Here’s why so many organizations choose ScreenConnect Remote Support:

• It encrypts session traffic with AES-256 block encryption and RSA, provided by the Microsoft RSA/Schannel Cryptographic Provider, for ultimate secure access. It also:
• Complies with SOC 2 Type 2 requirements
• Provides brute force protection
• Enforces role-based security
• Maintains an SSL certificate
• Includes video auditing
• It provides instant connectivity
• It’s user-friendly in terms of compatibility with devices, reconfigurability, and potential customization

A smarter way to support iOS devices

iOS devices are at the heart of modern work, whether they're helping baristas process payments or enabling remote teams to collaborate. ScreenConnect gives you the power to solve problems fast, keep data secure, and scale support for any situation. With our tools, your IT team can focus on big-picture problems while ScreenConnect handles the everyday challenges—no more scrambling over routine issues.

Curious how smooth remote support can be? Learn more about ScreenConnect Remote Support.

FAQs

What operating system do I need installed on my iOS device to facilitate remote support?

To facilitate remote support, devices will need to run the current eligible iOS or iPadOS version.

Will technicians need to adhere to compliance requirements when providing remote support?

Generally, yes. It is unlikely that employees providing remote support will be exempt from standard compliance requirements they must otherwise follow. For example, protected health information (PHI) that falls under the categories overseen by HIPAA must adhere to the same compliance obligations.

How often should employees receive remote device training and education on remote support processes and policies?

Per the National Institute for Standards and Technology, employees should receive cybersecurity training annually (or more frequently).