About the Opportunity
- Solvo Global is seeking a Tier 1 MSP Support Agent to join a fast-paced IT Support team. This role is ideal for individuals who enjoy troubleshooting technical issues, providing exceptional customer service, and working in a dynamic Managed Service Provider (MSP) environment.
- As the first point of contact for end users, you will be responsible for diagnosing and resolving a wide range of technical issues related to workstations, internet connectivity, Microsoft 365, user accounts, and network services while ensuring a positive customer experience and adherence to Service Level Agreements (SLAs).
Key Responsibilities
- Serve as the primary point of contact for technical support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve Level 1 technical issues related to:
- Windows and macOS workstations
- Mobile devices
- Printers and peripherals
- Microsoft 365 and Google Workspace
- User account access and password resets
- Diagnose internet and networking issues related to:
- DNS, DHCP, TCP/IP, and Wi-Fi connectivity
- Routers, modems, switches, and wireless access points
- Network latency, packet loss, and connectivity problems
- Create, document, categorize, and prioritize support tickets following established SLA requirements.
- Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with complete documentation.
- Support onboarding and offboarding activities, including account provisioning and permissions management.
- Monitor system alerts and respond to automated notifications.
- Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions.
- Follow established SOPs, runbooks, and knowledge base documentation.
- Deliver a professional and customer-focused support experience at all times.
Required Qualifications
- 1–2 years of experience in:
- IT Support
- Help Desk
- Service Desk
- Technical Support
- MSP Environment (preferred)
- Excellent verbal and written English communication skills.
- Strong customer service and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working with ticketing platforms such as:
- ConnectWise
- ServiceNow
- Zendesk
- Similar systems
Technical Requirements
Operating Systems
- Windows
- macOS
Identity & User Management
- Active Directory
- User account management
- Password resets
- Access provisioning
Microsoft Technologies
- Microsoft 365
- Outlook
- Teams
- OneDrive
Networking Fundamentals
- IP Addressing
- DNS
- DHCP
- TCP/IP
- Wi-Fi Troubleshooting
Internet & Connectivity Support
- HSIA (High-Speed Internet Access)
- Routers
- Modems
- Network troubleshooting
- Connectivity diagnostics
Nice to Have
- Previous experience working for an MSP (Managed Service Provider).
- Familiarity with Remote Monitoring and Management (RMM) tools.
- Basic cybersecurity knowledge, including:
- Multi-Factor Authentication (MFA)
- Endpoint Protection
Relevant certifications:
- CompTIA A+
- CompTIA Network+
- Microsoft Fundamentals (MS-900, AZ-900)
- ITIL Foundation
What We're Looking For
- Customer-focused mindset
- Strong troubleshooting skills
- Excellent communication abilities
- Ability to work independently and as part of a team
- Detail-oriented and organized approach
- Ability to remain calm under pressure
- Commitment to continuous learning and professional growth
Important Information
- Location: Nairobi, Kenya
- Work Arrangement: 100% On-site
- Schedule: Rotating shifts with 24/7 availability required
- Language: Professional English (written and spoken)