Some service issues can be resolved without sending a technician to your location. When possible, MCC uses remote support to diagnose and correct problems faster.
Remote support is commonly used for software, network, phone system, user account, scanning, printing, and configuration issues that do not require a physical repair.
What Happens After You Submit a Service Request?
When MCC receives your service request, our Client Services team creates a service call and reviews the issue.
If the problem appears to be something that can be handled remotely, Dispatch sends the call to MCC’s Help Desk team. The Help Desk has an average response time of approximately 30 minutes.
A team member may contact you by phone or email to gather more information, walk you through troubleshooting steps, or connect remotely to an approved computer or system.
What Types of Issues Can Be Handled Remotely?
Remote support may be appropriate for issues such as:
- Printer or copier driver problems
- Printer showing offline
- Scan-to-email issues
- Network scanning problems
- Webex Calling issues
- Voicemail setup or reset
- Phone user changes
- Call forwarding or routing changes
- Software configuration
- User access or login problems
- Device settings
- Email or network-related communication problems
Not every issue can be resolved remotely. If the equipment needs a physical repair, replacement part, cable work, or hands-on testing, MCC will assign an on-site technician.
What Should You Expect?
During remote support, the MCC team member may:
- Confirm your account, equipment, and contact information.
- Ask questions about the issue and when it began.
- Review any error messages.
- Ask whether the problem affects one user or multiple users.
- Guide you through basic troubleshooting.
- Connect remotely to an approved computer or system, when needed.
- Test the solution with you.
- Document the work performed.
You may be asked to stay near the affected equipment or computer while troubleshooting is completed.
How Remote Access Works
If remote access is needed, the MCC technician or Help Desk representative will explain the process and provide instructions.
You may be asked to:
- Open an approved remote-support application
- Visit a secure support page
- Enter a session code
- Approve the connection
- Allow access to specific settings or applications
You remain involved in the session and can end the connection at any time.
Never provide remote access, passwords, or security codes to someone unless you have confirmed they are an authorized MCC representative.
What Information Should You Have Ready?
To help remote support move quickly, have the following information available:
- Business name
- Contact name
- Phone number
- Equipment model
- Serial number
- User’s name and email address
- Description of the issue
- Error message or code
- When the issue started
- Whether one user or multiple users are affected
- Recent network, password, software, or account changes
- Screenshots or photos, if helpful
The more detail you provide, the faster the Help Desk can narrow down the cause.
What If Remote Support Cannot Resolve the Issue?
If the issue cannot be resolved remotely, MCC will determine the next step.
This may include:
- Assigning an on-site technician
- Escalating the issue to a specialist
- Coordinating with your IT provider
- Ordering a replacement part
- Scheduling additional troubleshooting
- Contacting the manufacturer or vendor
You do not need to submit a second service request unless MCC asks you to. The original service call will remain active and continue through the appropriate service process.
What If the Issue Involves Your IT Provider?
Some problems involve both MCC-supported equipment and your company’s network, firewall, email system, or user accounts.
In those cases, MCC may need to work with your internal IT team or outside IT provider. This is common with:
- Scan-to-email
- Network printing
- Webex Calling
- Firewall settings
- User permissions
- Email authentication
- Network outages
- Device IP address changes
Providing your IT contact information at the beginning can help avoid delays.
How to Request Remote Support
You do not need to request remote support separately. Submit a regular service request, and MCC will determine whether the issue can be handled remotely or requires an on-site technician.
You can request service by:
- Scanning the MCC Express Passport
- Submitting an online service request
- Calling MCC
- Emailing MCC
The MCC Express Passport is usually the fastest option for supported equipment because your account and device details are filled in automatically.