Small and growing businesses
Remote IT support for small business teams without an IT person: one number, one SLA and a monthly fee. See IT support for small and growing businesses.
Remote IT support for small business and large organisations
Remote IT support fixes computer, account and software problems over a secure connection, without a technician on site. Arke Technologies provides remote IT support for small business teams, schools and large organisations across South Africa from Johannesburg, on our own remote-access platform, with every session approved and logged.
What is remote IT support?
Remote IT support is IT help delivered over the network. A technician connects to a user's computer with permission, sees the screen, and fixes the problem while the user watches: a broken email profile, a printer driver, a stuck update, a licence that did not activate. Remote IT assistance also covers work the user never sees, such as patching, backups and monitoring, done through software agents on each device.
Many support tickets can be resolved this way. Good practice is to fix remotely first, because it is faster for the user and cheaper for the organisation, and to send someone only when the fault is physical: a failed disk, a damaged screen, cabling, or a new device to install. That split is what makes remote IT services the backbone of a managed IT service.
Remote IT support software and tools
Remote IT support tools decide who can reach your computers, so the choice is a security decision before it is a convenience one. Many remote tools route sessions through the vendor's servers, outside the support provider's control. We run our own remote-access platform, built on open-source RustDesk, with a management system we own (device groups, approvals and session logs) on our own servers in Johannesburg.
That has three consequences for you. Sessions are brokered by servers we run, in South Africa. The approval and logging rules are ours to enforce, not a vendor's default. And the platform is part of the same tooling as our monitoring and ticketing, which we are building into Hesper remote access, launching in November 2026. Our guide to RustDesk for business explains the technology.
| Ad hoc screen-sharing app | Managed remote IT support solutions (our model) | |
|---|---|---|
| Who approves a session | Whoever holds the access code or password | An approval recorded on our platform, every session |
| Session records | Often none | Logged against the ticket |
| Where sessions are brokered | The vendor's servers | Our servers in Johannesburg |
| Monitoring and patching | Not included | Included: monitoring every 15 minutes, patching to a schedule |
| Accountability | No service commitment | An SLA with response times and a monthly report |
What we fix remotely, and when we come on site
Remote online IT support services cover most daily work:
Microsoft 365, Exchange Online, Teams and Google Workspace problems, accounts and access.- Windows, macOS and Linux faults, updates and software installs.
- Printers, drivers, VPN and Wi-Fi settings on the device.
- Server and firewall administration that does not need hands on hardware.
- Security alerts, patching and backup checks.
Physical faults, new installations and network cabling need someone on site, and your SLA sets the on-site policy for each location. Replacement hardware comes through Server Hub, our trading division, configured before dispatch. For the devices themselves, see end-user computing and device and IT asset management.
Remote IT support for small businesses, schools and branch offices
Branch offices and regional sites
One desk and the same standards across every site, with on-site visits only where the SLA says so.
Schools and colleges
Staff and administration machines supported remotely during the school day, with learner and parent data kept under POPIA controls.
Hybrid and remote staff
Support that reaches a laptop at home as easily as one at head office.
Corporate IT teams
Extra remote capacity for your own team through co-managed IT.
We support organisations, not home users. For home fibre and Wi-Fi, Fibre Boyz, our connectivity division, connects and supports homes as well as businesses.
Security, POPIA and governance on every session
- Approval. No session starts until it is approved, and the approval is recorded.
- Logging. Every session is logged, so your IT manager or auditor can see who accessed which device, when and why.
- Confidentiality. Everyone with access to your systems is bound by confidentiality and our security controls; under POPIA, a provider that can see personal information on screen must protect it.
- Change control. Changes to servers or firewalls follow approval and documented runbooks.
- Reporting. Response and resolution targets sit in the SLA, set for each priority from P1 (critical outage) to P4 (low-impact request) and agreed with you. The monthly service review shows tickets, SLA performance and the security picture.
- Exit. You own your data, credentials and documentation; if you leave, we remove our agents and hand everything back.
- Procurement. Level 1 B-BBEE contributor (sworn affidavit available on request), with company documents, our CSD number and SARS tax compliance status on request. Buy on our proposal and SLA against a purchase order, or through your quotation or tender process.