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.
To allow this communication you may need to allow these through your Firewall, below are some links on what requirements are needed;
- https://help.logmein.com/articles/en_US/FAQ/Whitelisting-and-LogMeIn - LogMeIn Rescue
- https://community.teamviewer.com/t5/Knowledge-Base/Which-ports-are-used-by-TeamViewer/ta-p/4139 - Teamviewer
- https://support.zoom.us/hc/en-us/articles/201362683-Network-Firewall-or-Proxy-Server-Settings-for-Zoom - Zoom