Remote Hands Services
Remote hands for quick onsite fixes.
When a server hangs, a link drops or a drive needs swapping, you need someone at the rack now, not an engineer on a plane. ITDW Group remote hands technicians carry out simple, well-defined physical tasks in data centers and server rooms, following your instructions step by step.
- Power cycles & reseats
- Visual checks & photos
- Escalates to Smart Hands
On this page
What are remote hands services?
Remote hands services are onsite technicians who perform simple, clearly defined physical tasks in a data center on behalf of a team that isn’t there. Typical requests are power cycling a server, reseating a cable or module, reading status lights, swapping a backup tape or drive, and sending photos of what they see.
Remote hands is the fastest way to resolve small physical issues without sending your own staff. When a task needs more skill, such as installing equipment or following a detailed runbook, it becomes Smart Hands, which ITDW Group also provides.
In shortRemote hands: simple tasks, short instructions. Smart Hands: skilled, multi-step work. ITDW Group covers both, so a request can move from one to the other without changing provider.
Typical remote hands tasks
- Power cycling and reboots. Soft or hard power cycles of servers, switches and appliances on your instruction.
- Reseats. Reseating power cables, network cables, transceivers, drives and modules.
- Visual inspection. Reading status and link lights, checking labels and sending photos or video of the rack.
- Cable and patch changes. Moving or replacing a patch cable to a port you specify.
- Media and drive swaps. Swapping backup media or hot-swap drives you have supplied, and returning failed parts.
- Console access. Connecting a crash cart or console cable so your engineers can see the screen.
- Receiving and shipping. Checking in deliveries, labeling them to your cage and preparing returns.
Remote hands vs Smart Hands
| Remote hands | Smart Hands | |
|---|---|---|
| Best for | Quick, simple, single-step tasks. | Skilled, multi-step physical work. |
| Examples | Power cycles, reseats, light checks, photos. | Rack and stack, component replacement, cabling projects, migrations. |
| Instructions | A short task description. | Runbooks, rack elevations and cabling plans. |
| Duration | Usually short visits. | From a few hours to multi-day projects. |
Not sure which you need? Describe the task and ITDW Group will scope it. See Smart Hands and Rack and Stack for larger work.
How to request remote hands
- Describe the taskSend the facility, cage or rack, device, the exact action and any photos you need.
- Authorize accessAdd ITDW technicians to the facility’s access list or approve the visit in the colocation portal.
- We carry it outThe technician performs the task exactly as instructed and stays on the line with your engineer if needed.
- You get confirmationYou receive completion notes and photos, and the task can escalate to Smart Hands if more work is needed.
How to write a good remote hands request
Clear requests are completed faster and with less back-and-forth. Include:
- Facility name and address, hall, cage or suite, and rack number.
- Device make, model, hostname and its position in the rack (rack unit).
- The exact action, such as which port, which power supply or which drive bay.
- What a successful result looks like, for example a green link light or a booted login screen.
- Who to call during the task, and whether photos are needed before and after.
Where ITDW Group delivers remote hands
ITDW Group delivers remote hands in the United States, the United Kingdom, Germany, the Netherlands and Israel, and supports projects in other European countries on request. Availability for each site is confirmed during project planning.
Remote hands FAQ
What are remote hands in a data center?
Remote hands are onsite technicians who carry out simple physical tasks in a data center for a customer who isn’t there, such as power cycling equipment, reseating cables, checking status lights and sending photos.
What is the difference between remote hands and Smart Hands?
Remote hands covers quick, single-step tasks. Smart Hands covers skilled, multi-step work like installing equipment, replacing components or following detailed runbooks. ITDW Group provides both, so a request can be escalated without changing provider.
Can remote hands work in any colocation facility?
ITDW technicians can work in colocation facilities once you authorize their access through the facility’s access list or customer portal, following each facility’s check-in and escort rules.
What should a remote hands request include?
Include the facility and rack location, the device and its rack unit, the exact action to perform, what a successful result looks like, and a contact for questions during the visit.
Where does ITDW Group provide remote hands?
ITDW Group provides remote hands in the United States, the United Kingdom, Germany, the Netherlands and Israel, and supports other European countries on request. Availability for each facility is confirmed when you share the site.
How do I request remote hands from ITDW Group?
Use the contact form or email sales@itdwgroup.com with the site, the task and your timing. The team will confirm availability and next steps.
Related ITDW Group services
Smart Hands
Skilled onsite engineers for multi-step tasks, installations and troubleshooting.
Explore Smart Hands →Rack & Stack
Planned installation of new or relocated equipment to your rack plan.
Explore Rack & Stack →Locations
Countries where ITDW Group delivers onsite IT services.
See locations →Need someone at the rack?
Tell us the task. We’ll do it on site.
Share the facility, the device and the action. ITDW Group will confirm availability and carry out the work.
