Knox Remote Support

For enterprises operating across distributed teams and hybrid work models, IT support downtime directly impacts productivity and revenue. Knox Remote Support fills a critical gap by combining government-grade security with seamless remote troubleshooting—an integration that generic remote tools and basic device management solutions cannot match. Unlike consumer-facing remote support apps that prioritize ease of use over data protection, or complex enterprise systems that require extensive training, this solution is built specifically for organizations that need both robust security and operational agility. Traditional alternatives often force IT teams to choose between speed and safety: either they rely on physical technician visits that cause costly delays, or use tools with insufficient encryption that put sensitive business data at risk. In industries like logistics, healthcare, and finance—where device uptime and data compliance are non-negotiable—these tradeoffs are unacceptable. By embedding security at the hardware and software levels, while delivering real-time, cross-device support, the platform addresses the unique pain points of enterprise IT teams in ways that one-size-fits-all tools simply cannot replicate.

Minimizing Downtime Through Instant Issue Resolution

In fast-paced business environments, a single malfunctioning device—whether a warehouse barcode scanner or a remote employee’s work phone—can disrupt entire workflows. The platform eliminates the need for on-site visits by enabling IT teams to access devices in real time, view screens, and implement fixes within seconds. For example, a logistics company facing a connectivity issue with a delivery driver’s tablet can resolve the problem remotely, avoiding delays in package tracking and customer notifications. This capability is particularly valuable for organizations with geographically dispersed teams, as it cuts travel time and reduces operational disruptions without compromising security. Unlike basic remote tools that require manual user authorization for each session, the solution streamlines the process through integration with enterprise mobility management (EMM) systems, allowing IT admins to initiate support without end-user intervention when necessary.

Diagnosing Issues With Comprehensive Device Visibility

Remote troubleshooting is only effective if IT teams have full visibility into device status—and this is where many alternatives fall short. Generic tools often rely on incomplete user descriptions or limited system data, leading to misdiagnoses and prolonged downtime. The platform solves this by providing access to detailed device logs, including debug and TCPdump data, alongside real-time screen sharing. IT admins can analyze system performance, identify problematic apps, and pinpoint root causes without relying on user input, ensuring accurate and efficient resolutions. Additionally, the integration with Samsung DeX offers a desktop-like interface for more complex troubleshooting tasks, making it easier to navigate device settings and resolve technical issues that would be cumbersome on a mobile screen.

Hardware-and-Software-Layered Data Protection

For enterprises handling confidential information—from patient records in healthcare to financial data in banking—remote support tools must meet strict compliance standards. The platform’s security architecture is built on Samsung Knox’s proven framework, which includes secure boot, hardware-level encryption, and containerization technology that separates work and personal data. This means that even during remote sessions, sensitive business information remains isolated in a secure container, protected from unauthorized access or accidental exposure. Unlike consumer tools that use basic encryption protocols, this solution adheres to government-grade security certifications, ensuring compliance with regulations like GDPR and HIPAA. IT teams can remotely lock or wipe devices if they are lost or stolen, and even restrict access to specific device features to prevent data leakage—capabilities that are critical for maintaining regulatory compliance and protecting brand reputation.

Granular Access Controls and Audit Trails

Enterprise IT teams need precise control over who can access which devices—and when. The platform offers granular permission settings, allowing admins to define access levels for different support personnel and track all remote sessions through detailed audit logs. This not only prevents unauthorized access but also simplifies compliance reporting by documenting every action taken during a support session. For example, in regulated industries, organizations can prove that only authorized IT staff accessed sensitive devices, and that all actions were logged for review. Generic remote support tools often lack this level of accountability, leaving enterprises vulnerable to security breaches or non-compliance penalties. By combining strict access controls with comprehensive audit trails, the solution provides the transparency and security that enterprise IT departments require.

Unified Management Across Multi-OS Environments

Modern enterprises rarely use a single type of device or operating system, which can create fragmentation in IT management. The platform addresses this by integrating seamlessly with Knox Suite’s other tools—including Knox Manage and Knox Asset Intelligence—and supporting major EMM solutions. This allows IT teams to manage devices across different operating systems from a single console, streamlining workflows and reducing administrative overhead. For example, admins can deploy apps, update firmware, and initiate remote support sessions all from one interface, eliminating the need to switch between multiple tools. Unlike standalone remote support apps that require manual syncing with device management systems, this solution offers a holistic approach that covers the entire device lifecycle, from enrollment to retirement.

Automated Alerts and Proactive Issue Prevention

Beyond reactive troubleshooting, the platform enables proactive IT management through data-driven analytics and automated alerts. IT teams can set performance thresholds using machine learning models, and receive notifications when devices show signs of potential issues—such as low battery life, app crashes, or security vulnerabilities. This allows admins to address problems before they disrupt operations, reducing downtime and improving overall device reliability. For example, a retail chain can receive alerts about POS devices with outdated firmware, allowing IT to push updates during off-peak hours to avoid interrupting customer transactions. This proactive capability sets the solution apart from alternatives that only offer on-demand support, helping enterprises move from fire-fighting to strategic IT management.

Multi-Mode Support for Different Use Cases

Enterprise IT support encompasses a wide range of scenarios—from guiding a new employee through app setup to resolving a critical system error. The platform offers flexible control modes to meet these diverse needs, including interactive mode (for collaborative troubleshooting), spectator mode (for monitoring without intervention), and compatible mode for older devices. This versatility ensures that IT teams can adapt their support approach to the situation, whether they need to take full control of a device or simply observe and advise. For example, during employee, admins can use the bystander mode to verify that tasks are performed correctly, while in emergency situations, they can switch to interactive mode to resolve issues quickly. Generic tools often lack this flexibility, limiting their usefulness across different enterprise use cases.

Remote Device Lock and Data Protection Features

In addition to troubleshooting, enterprises need to protect devices and data in case of loss or theft—a concern that consumer-focused remote tools often overlook. The platform includes robust remote security features, such as auto-lock, offline lock, and selective data wiping. If a device is stolen, IT admins can lock it as soon as it connects to a network, display a custom message with contact information, and even wipe sensitive work data while leaving personal information intact. For pay-as-you-go device models, admins can set time-limited access and send relock reminders, ensuring that devices remain secure even if payments are delayed. These features provide enterprises with peace of mind, knowing that they can maintain control over their assets and data regardless of device location.

For enterprises that prioritize security, productivity, and compliance, Knox Remote Support delivers unmatched value by addressing the unique challenges of managing distributed device fleets. Its integration of real-time troubleshooting, comprehensive visibility, and government-grade security eliminates the tradeoffs that plague alternative solutions. Unlike generic remote tools that compromise on data protection, or complex enterprise systems that are difficult to deploy, this platform is designed to work within existing IT ecosystems while providing the agility needed for modern business operations. Whether supporting remote employees, managing warehouse equipment, or ensuring compliance in regulated industries, it offers a practical, scalable solution that grows with organizational needs. By reducing downtime, streamlining IT workflows, and protecting sensitive data, the platform proves itself as an indispensable tool for enterprises that cannot afford to compromise on IT support quality or security.