InfraSight Labs representatives are always flexible to your preferences when it comes to solutions for remote control sessions. Just contact us if you prefer one solution over the other. Normally we use join.me or Microsoft Teams.
We recommend using Google Chrome/Firefox/Safari when using join.me. Screen sharing is possible in the browser but for remote control you need to download the desktop app: https://www.join.me/apps.
The InfraSight Labs representative will provide you a link which will prompt you to open the meeting in the desktop app instead of the browser.
For the remote control feature to be available using Teams you need to make sure that your organization allows for this in its Meeting Policies.
You can update this at admin.teams.microsoft.com. Go to Meetings -> Meeting policies and scroll down to “Content Sharing”.
Make sure that “Allow an external participant to give or request control” is enabled for the meeting.