Open Roles at Solvo Global

Position Overview

• The Tier 3 IT Support & NOC Agent serves as the highest level of technical escalation within a client environment.
• This role is responsible for resolving complex, high-impact issues while also providing advanced monitoring oversight, incident response leadership, and infrastructure improvement across client environments.
• This position combines deep technical expertise with proactive operational responsibility, ensuring system stability, performance, and reliability. The Tier 3 Engineer plays a key role in root cause analysis, automation, monitoring strategy, and technical leadership while supporting both reactive escalations and proactive service delivery.

Key Responsibilities

Network Monitoring & Performance

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring systems like Cosmos
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics Incident & Problem Management 
• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnosis, and manage incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures Escalation Management
• Serve as primary escalation point for Tier 1 and Tier 2 support agent teams.
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and facilitate bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance

• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities

Troubleshooting & Support

• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump, or other
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Work on SSID requests, conference issues and other special requests Systems & MSP Support
• Solve complex Windows/macOS issues and lead Root Cause Analysis for recurring problems.
• Architect and manage Hybrid Active Directory, Azure/Entra ID, and the full Microsoft 365 suite.
• Help build advanced scripts (PowerShell) and RMM workflows to automate manual tasks and monitoring.
• Oversee EDR security deployments and lead disaster recovery operations.

Security Operations & Compliance

• Monitor security event logs and SIEM alerts for potential threats or breaches
• Implement and maintain network security policies and access control lists (ACLs)
• Respond to security incidents and coordinate with security operations team
• Perform security vulnerability assessments on network devices
• Ensure compliance with organizational security standards and regulatory requirements
• Maintain audit logs and documentation for compliance reporting
• Participate in security incident response procedures
• Field Technician Coordination & Dispatch Work with field technicians and coordinate tech dispatches for:
• PMS (Property Management System) troubleshooting and connectivity issues

go to method of application »

Are you passionate about sales and travel? We’re looking for Sales Representatives with advanced English skills to handle inbound calls, identify customer needs, and convert inquiries into successful bookings. You’ll follow a structured sales process and apply persuasive techniques learned during training, always ensuring high-quality service.

Key Responsibilities:

• Handle inbound calls from potential customers interested in travel services.
• Identify customer needs and offer tailored travel solutions.
• Apply sales techniques to effectively close deals.
• Maintain high standards of customer service and call quality.

Requirements:

• Advanced English proficiency (spoken and written) – mandatory.
• Call center experience in Sales minimum 6 months
• Strong communication and customer service skills.
• Proactive attitude, willingness to learn, and goal-oriented mindset.

go to method of application »

Position Overview

• We are seeking an experienced and highly skilled Tier 3 IT Support & NOC Engineer to join our operations team in Nairobi.
• This role represents the highest level of technical escalation within the support organization and is responsible for maintaining the stability, availability, performance, and security of client environments. The successful candidate will provide advanced troubleshooting, network administration, incident management, infrastructure monitoring, automation, and operational leadership while supporting mission-critical environments.
• The ideal candidate has a strong background in Network Operations Centers (NOC), Managed Service Providers (MSP), enterprise infrastructure, and advanced networking technologies.

Key Responsibilities

• Monitor and maintain network and IT infrastructure to ensure system availability and performance.
• Respond to alerts, outages, and critical incidents within established SLA timelines.
• Troubleshoot complex network, systems, and connectivity issues.
• Support and manage network equipment including routers, switches, wireless controllers, and firewalls.
• Escalate and coordinate issues with internal engineering teams and third-party vendors when required.
• Administer and support Microsoft 365, Active Directory, and Entra ID environments.
• Perform root cause analysis (RCA) and document findings and resolutions.
• Configure and support LAN, WAN, VPN, SD-WAN, and wireless network environments.
• Create and maintain technical documentation, procedures, and incident reports.
• Assist with system upgrades, patches, maintenance activities, and infrastructure improvements.
• Support security initiatives, monitor security events, and follow compliance requirements.
• Coordinate with field technicians and external vendors during installations, maintenance, and troubleshooting activities.
• Participate in a 24/7 support environment and provide advanced technical support as needed.

Required Qualifications

Technical Skills

• Strong understanding of TCP/IP networking fundamentals.
• Experience with routing and switching technologies.
• Knowledge of VLANs, QoS, VPNs, ACLs, SD-WAN, and MPLS.
• Experience managing:
• Cisco
• Aruba
• Ruckus
• Meraki
• Experience with firewalls:
• Cisco ASA
• Fortinet
• WatchGuard
• Hands-on experience with:
• SolarWinds
• PRTG
• Nagios
• Zabbix
• Experience using:
• Wireshark
• tcpdump
• Knowledge of Microsoft technologies:
• Active Directory
• Microsoft Entra ID
• Microsoft 365
• PowerShell scripting experience preferred.

Preferred Certifications

• CCNA
• CCNP
• Fortinet NSE
• Aruba Certified Professional
• Ruckus Certification
• Meraki Certification
• CompTIA Network+
• CWNA

Experience Requirements

• Minimum 2 years of experience in NOC, Network Operations, MSP, Infrastructure Support, or Network Engineering roles.
• Experience handling escalations and critical incidents.
• Experience coordinating field technicians and vendor activities.
• Experience supporting enterprise network environments.

Soft Skills

• Professional English proficiency
• Strong analytical and troubleshooting skills.
• Excellent communication abilities.
• Ability to remain calm during high-priority incidents.
• Strong organizational and time-management skills.
• Team-oriented mindset with mentoring abilities.
• Strong customer service focus.

Education

Bachelor's Degree in:

• Computer Science
• Information Technology
• Network Engineering

Working Conditions

On-Site Position

Location: Mogotio Road, Nairobi, Kenya

24/7 Operations Environment

• Rotating shifts may be required.
• Weekend availability may be required.
• Participation in on-call schedules may be required.