The support team may require access to a machine at your site and the two main products we use to do this is LogMeIn Rescue or TeamViewer, failing any of these we may use Zoom or other alternative products.
To allow this communication you may need to allow these through your Firewall, below are some links on what requirements are needed;
- LogMeIn Rescue
- Windows 10 built-in Quick Assist
Allow remoteassistance.support.services.microsoft.com on port 443