A remote support session is a live connection that lets a technician view or control a user’s device to troubleshoot problems, install software, or guide configuration. The session may be attended, with the user present, or it may be used for ongoing administration depending on the product and permissions.
In cyber security, remote support sessions matter because they create a powerful trust channel into an endpoint. If an attacker steals credentials, hijacks a session, or abuses overbroad permissions, they may gain access to files, settings, or data movement features such as file transfer. Defenders reduce this risk with strong authentication, session approval, role-based access, logging, and least-privilege permissions. In practice, a secure remote support platform should let administrators limit what a technician can do during the session, not just who can start it.