Prevent Tech Help from “Helping Themselves”

In July, I posted an entry about the security of remote tech services and how remote services help in the security of your personal information.

Consumer concerns continue to rise, as more reports come out about the integrity of tech support and how to protect your personal information when your computer is being serviced.

In response to this growing concern, we released this week some simple steps that can be taken to help protect your data when your PC is out of your hands.  We wanted to post them here as well as an extra benefit to our visitors.

Step One: Keep Control.  First and foremost, consumers should look to engage a remote services firm whenever possible.  Remote support technicians will service your computer over the Internet – all while you watch – and the consumer never has to relinquish control, keeping the ability at all times to terminate the session with the click of their mouse.  What’s more, the more trusted remote providers will record the entire session (down to the keystroke) and be able to play back the service session if any questions arise.  This type of service protects both the consumer and the technician from any misunderstandings or misconduct.

Step Two: Clear your Web Browser. Web Browsers record the websites you visit, files you have downloaded, and passwords and usernames you use to access online stores.  If you ever have to drop your computer off for service, remember to clear out your browser cookies, history, and cache files before hand.  You don’t want someone shopping on your J.Crew account because you have your username and password set to automatically log into the site.

Step Three: Change your Password.  Change your password before you let anyone touch your system.  Many of us use the same password for everything, giving this to someone, gives them access to everything.  When the service is complete, be sure to change your password back.

Step Four: Limit What You Drop Off – Both the Virtual and the Physical. Remove anything that doesn’t pertain to the specific issue at-hand.  Don’t leave your personal CDs, games or USB sticks in the computer.  In most cases, all the technician needs is the computer and any affected accessory.  Leave everything else at home, otherwise you open yourself up to others viewing your photos, documents, etc.

And when dropping your computer off, make a list of what materials are with the computer and ask the service provider to sign it.  If the power-cord, mouse or another device is in your laptop bag, be sure that they’re there when you get it back.  Without a list you may be “powerless.”

Step Five: Mark Private Files Off Limits.  If you don’t want someone to see a video of your family on your vacation, be sure to password protect it, especially if you are dropping it off at a store.

Step Six:  Keep Your Tech Service Accountable. Protect yourself and your data by asking the tech support company how they monitor the service they provide.  Whether in-store, over the phone, in-home or remotely, effective oversight is the best remedy for misconduct. Review the company policy in this area before entrusting your computer with anyone.  Good questions to ask include:

·        Does the company record their service calls?
·        Does the company record the actual service session?
·        Does the company conduct background checks on its employees?
·        Do its technicians have one of the following certifications:  Microsoft MCSE, MCP, CCNE, Comp TIA A+
·        What is the company’s process for reporting and solving a problem?
·        Is the company a member of the Better Business Bureau?

At PlumChoice, we believe your privacy should be protected and we are committed to providing you secure, trustful tech support when you need it – privacy guaranteed.