Definitely vendor support where possible. Google where possible. It's kind of like being dad at home. You don't know how to fix everything, but you either learn how to fix it, call around and find somebody who does or do something. In the end, we're responsible to make sure "it works" within reason. If it's unworkable, we're then responsible to offer up alternative solutions.
On the remote deal, what about this (it's what we do, and it works great):
Software options: LogMeIn is one of the best, but it's expensive. Currently, we're using RemoteToPC from RemoteToPC.com. It's not as "smooth and polished" as LogMeIn, but it's secure and it gets the job done. Also, their software handles multiple monitors better than most I've tried to date. It's also at a price that's hard if not impossible to beat compared with the competitors. I get zero benefits from the mention. It just happens to be what we're currently using and I most like it a lot. Actually, it's helped me in my job tremendously, regardless of supporting remote users.
It depends on what you're looking for.
If you just need inexpensive Remote Access, RemotePC is running a very inexpensive 90% off first year: https://www.remotepc.com/enterprise.htm
If you need built in monitoring and alerts like LogMeIn Central offers, RemoteToPC is a great LogMeIn alternative: https://remotetopc.com/blog/
If security is a main concern, then you might want to go with a Bomgar appliance:https://www.bomgar.com/resources