MSP Support Agent

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)