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Bob Young<p>This year, I’m placing a renewed emphasis on growing the residential tech support part of my business. The evolution of my attitude toward residential tech support is an interesting story. Read on…</p><p>I licensed my company in 2003. In those early days I was desperate to generate income and find clients. I advertised on craigslist, mostly intending to get small business clients, but a lot of the calls I got were from residential users. I needed the money, and I was happy to make the appointments. Keep in mind that in 2003, these were house calls. I didn’t yet have a subscription to professional remote access software.</p><p>Cluttered homes. Dusty computers. Loud and aggressive dogs. I learned that residential clients often had unreasonable expectations about cost. I used to say, “Residential clients want hundred dollar service for ten dollars.” On the upside, though, residential clients expected to pay at the time of service. I’d walk out of their house with a check in hand, and in the startup days, cash flow was critical! So I kept doing it.</p><p>Later, as my business grew, I stopped doing residential work entirely. I had enough business clients that I didn’t need the residential business anymore.</p><p>Somewhere about that time, I had enough business clients with remote locations that I started paying for professional remote access software. A gray area developed: I was doing remote tech support for business workers in home offices. I asked myself, “Could I make money with remote tech support for non-business users at home?”</p><p>No toys to trip over. No nippy dogs. Hmmm… So I started advertising residential tech support again - remotely.</p><p>And I gotta tell ya, it’s fun. I totally enjoy it. It brings the customer such satisfaction and relief, and it’s like fixing a problem for a friend. </p><p>I’ve always charged my residential clients the same hourly rate as my business clients. No difference at all, and if you want to do this, it’s important to keep your rates up. Residential prospects often start by asking what it costs. My hourly rate is a filter that eliminates a lot of problems.</p><p>Anyway, I’m going to do a lot more marketing on the residential side and home office side. I added a new page to my website just for this purpose.</p><p>Did you or a loved one get a new computer for Christmas? Having problems with it in any way? I do residential and small business remote tech support. Sole proprietor, business licensed in Washington, insured. I'm your own personal help desk. More personal. Less frustrating.<br>8am to 5pm, US Pacific Time Zone.</p><p><a href="https://infosec.exchange/tags/HelpDesk" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>HelpDesk</span></a> <a href="https://infosec.exchange/tags/TechSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>TechSupport</span></a> <a href="https://infosec.exchange/tags/RemoteSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>RemoteSupport</span></a> <a href="https://infosec.exchange/tags/Residential" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Residential</span></a> <a href="https://infosec.exchange/tags/HomeOffice" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>HomeOffice</span></a></p><p><a href="https://fifonetworks.com/help-desk/" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://</span><span class="">fifonetworks.com/help-desk/</span><span class="invisible"></span></a></p>
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#remotesupport
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Kevin Karhan :verified:<p><span class="h-card" translate="no"><a href="https://chaos.social/@Natanox" class="u-url mention" rel="nofollow noopener" target="_blank">@<span>Natanox</span></a></span> <span class="h-card" translate="no"><a href="https://mastodon.social/@djvdq" class="u-url mention" rel="nofollow noopener" target="_blank">@<span>djvdq</span></a></span> I do agree in that regard as in that a lot of <a href="https://infosec.space/tags/FLOSS" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>FLOSS</span></a> doesn't do good <a href="https://infosec.space/tags/UI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>UI</span></a> & <a href="https://infosec.space/tags/UX" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>UX</span></a> <em>but</em> I've yet to see an issue that wasn't already covered well-enough (even for <a href="https://infosec.space/tags/GnuPG" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GnuPG</span></a> / <a href="https://infosec.space/tags/GPG" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GPG</span></a> there's <a href="https://infosec.space/tags/Kleopatra" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Kleopatra</span></a> as a nice <a href="https://infosec.space/tags/GUI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GUI</span></a>!) to the point that even on <a href="https://infosec.space/tags/Windows" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Windows</span></a> or <a href="https://infosec.space/tags/macOS" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>macOS</span></a> you'd have to use a <a href="https://infosec.space/tags/CLI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CLI</span></a> tool for that...</p><ul><li>Cuz 99,999% of what <em>"<a href="https://infosec.space/tags/TechIlliterates" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>TechIlliterates</span></a>" and "<a href="https://infosec.space/tags/Normies" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Normies</span></a>"</em> want is to get their basic stuff done and working.</li></ul><p>In fact, they don't give a s**t about tje underlying OS. Most don't even care if they use <a href="https://infosec.space/tags/Firefox" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Firefox</span></a> or <a href="https://infosec.space/tags/Chrome" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Chrome</span></a> and <a href="https://infosec.space/tags/Google" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Google</span></a> or <a href="https://infosec.space/tags/DuckDuckGo" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>DuckDuckGo</span></a>.</p><ul><li>All they want is get shit done! And these.folks are eadily helped with a hands-on on a good <a href="https://infosec.space/tags/Linux" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Linux</span></a> dostro and maybe preinstalling some <a href="https://infosec.space/tags/RemoteSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>RemoteSupport</span></a> tool like <a href="https://infosec.space/tags/Dayon" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Dayon</span></a> where one can help them if there ever was a need to do anything...</li></ul>
Bob Young<p>The scams can be very convincing. This client is college educated, owns a business employing several dozen people, and has homes in two different states. A couple of years ago he was duped by one of those pop-ups that said, “Your computer is infected! Call Microsoft for assistance at 1-800-xxx-xxxx.” He called the number and the person who answered said, “Microsoft Technical Assistance, how may I help you?” Before it was all over, his credit card had been charged – twice! – for a total of $459.00.</p><p>Two years later, they are still calling him, trying to get more money! He told me about their most recent attempt on June 13.</p><p>He’s been a client of mine since 2011. I maintain his business computers and his family’s personal computers. A couple of years ago when he saw the pop-up which led to his computer being infected by the fake tech support company, he told me, “I thought about calling you instead of the number on the screen, but it seemed so urgent, and it really looked like it was from Microsoft, so I decided to call them.”</p><p>The thing that strikes me the most about this story is the brazenness of the cybercriminals. They keep coming back, and have no fear of arrest or prosecution.</p><p>It’s up to you to be cautious.</p><p><a href="https://infosec.exchange/tags/callmeifyouneedme" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>callmeifyouneedme</span></a> <a href="https://infosec.exchange/tags/fifonetworks" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>fifonetworks</span></a></p><p><a href="https://infosec.exchange/tags/cybersecurity" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>cybersecurity</span></a> <a href="https://infosec.exchange/tags/onsitesupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>onsitesupport</span></a> <a href="https://infosec.exchange/tags/remotesupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>remotesupport</span></a> <a href="https://infosec.exchange/tags/techsupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>techsupport</span></a> <a href="https://infosec.exchange/tags/helpdesk" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>helpdesk</span></a></p>
Pneuma Solutions<p>Happy <a href="https://social.pneumasolutions.com/tags/Rimiversary" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Rimiversary</span></a>!<br>One year ago saw the release of the latest iteration of an application that truly broke the mold in the <a href="https://social.pneumasolutions.com/tags/assistiveTechnology" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>assistiveTechnology</span></a> space: the world's first all-inclusive, fully accessible <a href="https://social.pneumasolutions.com/tags/RemoteSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>RemoteSupport</span></a> solution. That software is our much loved <a href="https://social.pneumasolutions.com/tags/RemoteIncidentManager" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>RemoteIncidentManager</span></a>, and it's had quite a year already! Time flies when you’re breaking barriers, and the milestones RIM has seen are nothing short of historic. What exactly has RIM been up to, you might ask? Let’s pull back the curtain on this ground-breaking year for our product.<br><a href="https://pneumasolutions.com/happy-rimiversary/" rel="nofollow noopener" target="_blank"><span class="invisible">https://</span><span class="ellipsis">pneumasolutions.com/happy-rimi</span><span class="invisible">versary/</span></a><br><a href="https://social.pneumasolutions.com/tags/accessibility" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>accessibility</span></a> <a href="https://social.pneumasolutions.com/tags/inclusiveDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>inclusiveDesign</span></a></p>
Pneuma Solutions<p>Another big-ticket item for our Mac crowd! Need to take a user through a software update? Help them through a system crash requiring a reboot?<br>Our latest beta of <a href="https://social.pneumasolutions.com/tags/remoteIncidentManager" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>remoteIncidentManager</span></a> can reboot the Mac, then automatically reconnect the Mac once it's logged back in! Current users should receive the update automatically. But if you're new, go give RIM a try!<br><a href="https://pneumasolutions.com/remote-incident-manager-for-mac-public-beta/" rel="nofollow noopener" target="_blank"><span class="invisible">https://</span><span class="ellipsis">pneumasolutions.com/remote-inc</span><span class="invisible">ident-manager-for-mac-public-beta/</span></a><br><a href="https://social.pneumasolutions.com/tags/accessibility" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>accessibility</span></a> <a href="https://social.pneumasolutions.com/tags/inclusiveDesign" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>inclusiveDesign</span></a> <a href="https://social.pneumasolutions.com/tags/remoteSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>remoteSupport</span></a></p>
AmolithFinally finished that blog post on setting up a remote support solution with fully libre software :akko_fingerguns: <br><a href="https://secluded.site/abusing-mesh-networks-for-easy-remote-support/" rel="nofollow noopener" target="_blank">https://secluded.site/abusing-mesh-networks-for-easy-remote-support/</a><br><br>Some readers have also put it up on Hacker News and <a href="http://Lobste.rs" rel="nofollow noopener" target="_blank">Lobste.rs</a><br><a href="https://news.ycombinator.com/item?id=29070110" rel="nofollow noopener" target="_blank">https://news.ycombinator.com/item?id=29070110</a><br><a href="https://lobste.rs/s/rsi7jj" rel="nofollow noopener" target="_blank">https://lobste.rs/s/rsi7jj</a><br><br><a class="hashtag" href="https://nixnet.social/tag/nebula" rel="nofollow noopener" target="_blank">#Nebula</a> <a class="hashtag" href="https://nixnet.social/tag/remmina" rel="nofollow noopener" target="_blank">#Remmina</a> <a class="hashtag" href="https://nixnet.social/tag/x11vnc" rel="nofollow noopener" target="_blank">#X11vnc</a> <a class="hashtag" href="https://nixnet.social/tag/networking" rel="nofollow noopener" target="_blank">#Networking</a> <a class="hashtag" href="https://nixnet.social/tag/meshnetworking" rel="nofollow noopener" target="_blank">#MeshNetworking</a> <a class="hashtag" href="https://nixnet.social/tag/ssh" rel="nofollow noopener" target="_blank">#SSH</a> <a class="hashtag" href="https://nixnet.social/tag/support" rel="nofollow noopener" target="_blank">#Support</a> <a class="hashtag" href="https://nixnet.social/tag/remotesupport" rel="nofollow noopener" target="_blank">#RemoteSupport</a>
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