---
type: concept
title: Remote Support
tags: [it-services, technical-assistance, remote-access, support, rustdesk, it-support, remote-control, screen-sharing]
related: [rustdesk, device-management-system, urz-support-policy, jitsi-meet, universitatsrechenzentrum-urz]
created: 2026-06-30
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_dienste_allgemein_device_management_system_rustdesk.md", "output/rz_uni_greifswald_de_support_dienstleistungen_endgeraetesupport.md", "output/rz_uni_greifswald_de_support_dienstleistungen_remote.md"]
---

# Remote Support

**Remote Support** (Fernwartung) refers to the provision of technical assistance to users by controlling their computer graphically from a remote location or viewing their screen. This eliminates the need for on-site visits for many technical issues and serves as the primary mechanism used by the Universitätsrechenzentrum (URZ) to provide technical assistance for end devices.

## Implementation at URZ
The [[universitatsrechenzentrum-urz]] provides remote support to university employees to resolve Campus-IT issues. The URZ implements a two-tier approach to remote support based on the user's location and the technical requirements of the problem.

### Support Tiers

#### 1. Internal Remote Control (Uni-intern)
This tier is used for deep technical maintenance where the URZ staff member needs to actively control the user's mouse and keyboard.
- **Tool**: [[rustdesk]]
- **Capability**: Full remote control (Fernsteuerung).
- **Workflow**: Requires the installation of a client, sharing a unique ID, and explicit user confirmation of the connection.

#### 2. Global Screen Sharing (Weltweit)
This tier is used for guidance and troubleshooting when the user is outside the university network or when full control is not necessary.
- **Tool**: [[jitsi-meet]]
- **Capability**: Screen sharing (Bildschirm teilen).
- **Workflow**: Browser-based access to `https://meetings.uni-greifswald.de` where the user shares their screen with the support staff.

### Application and Scope
- **Usage**: Remote support is used specifically to assist with the configuration and usage of URZ Central Services (e.g., email and network drives) while adhering to the [[urz-support-policy]].
- **Constraints**: The availability and scope of remote support are linked to the [[device-management-service-levels]] defined within the [[device-management-system]].

## Initiation and Access
- **Request Process**: Support is requested via the [[groupware]] ticket system or the URZ hotline (ext. 1420).
- **Session Start**: Remote support sessions are typically initiated by the URZ contacting the user via telephone.

## Technical Prerequisites
To receive support, a device must meet the following requirements:
- **Operating System**: The device must be booted into a functional operating system.
- **Remote Access**: The URZ staff must be able to establish a connection via [[rustdesk]].