Tier 1 MSP Support Agent at Solvo Global

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)