Background information about the job or company (e.g., role context, company overview)

Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring...

Responsibilities or duties

Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems

Troubleshoot and resolve basic technical issues related to:

• Workstations (Windows/Mac)
• Mobile devices o Printers and peripherals
• Email systems (e.g., Microsoft 365, Google Workspace)
• Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity LAN/WAN verification and stability (latency, packet loss, traceroute) Head-end/server and gateway availability Network components (switches, WAPs)

Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)

Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)

Supports adding new users/customers and basic service provisioning

Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets

Perform initial diagnostics and provide first-call resolution whenever possible

Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation

Follow standard operating procedures (SOPs), runbooks, and knowledge base articles

Maintain a high level of professionalism and confidentiality when handling client data

Assist with user account management (password resets, access provisioning, permissions)

Support onboarding and offboarding processes for client users

Maintain accurate documentation of issues, resolutions, and client interactions

Monitor system alerts and respond to automated notifications as needed

Delivering excellent customer service and always maintain a professional demeanor

Continuously expand technical knowledge and stay current with MSP tools and best practices

Qualifications or requirements (e.g., education, skills)

Required Qualifications:

• 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred)
• High school diploma or equivalent (Associates degree in IT or related field preferred)
• Strong customer service mindset with the ability to manage multiple tasks simultaneously
• Ability to follow processes while exercising sound judgment
• Reliable, punctual, and able to work independently or as part of a team
• Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills
• Basic understanding of:
  • Windows and/or macOS operating systems
  • Active Directory and user account management
  • Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)
  • Internet/HSIA troubleshooting
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)
• Excellent verbal and written communication skills
• Ability to clearly speak, read, and understand the English language in a professional environment
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Preferred Qualifications:

• Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment
• Familiarity with:
  • Microsoft 365 administration
  • Remote monitoring and management (RMM) tools
  • Basic cybersecurity practices (MFA, endpoint protection)
• Relevant certifications (a plus but not required):
  • CompTIA A+
  • CompTIA Network+
  • Microsoft Fundamentals certifications (MS-900, AZ-900)
  • ITIL Foundation

• Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems
• Troubleshoot and resolve basic technical issues related to: Workstations (Windows/Mac), Mobile devices, Printers and peripherals, Email systems (e.g., Microsoft 365, Google Workspace), Internet connectivity and network-related issues, including: Modems, routers, NICs, and Wi-Fi connectivity, LAN/WAN verification and stability (latency, packet loss, traceroute), Head-end/server and gateway availability, Network components (switches, WAPs)
• Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)
• Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)
• Supports adding new users/customers and basic service provisioning
• Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets
• Perform initial diagnostics and provide first-call resolution whenever possible
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation
• Follow standard operating procedures (SOPs), runbooks, and knowledge base articles
• Maintain a high level of professionalism and confidentiality when handling client data
• Assist with user account management (password resets, access provisioning, permissions)
• Support onboarding and offboarding processes for client users
• Maintain accurate documentation of issues, resolutions, and client interactions
• Monitor system alerts and respond to automated notifications as needed
• Delivering excellent customer service and always maintain a professional demeanor
• Continuously expand technical knowledge and stay current with MSP tools and best practices

• Strong customer service mindset
• Ability to manage multiple tasks simultaneously
• Ability to follow processes while exercising sound judgment
• Reliable, punctual, and able to work independently or as part of a team
• Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills
• Basic understanding of: Windows and/or macOS operating systems, Active Directory and user account management, Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi), Internet/HSIA troubleshooting
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)
• Excellent verbal and written communication skills
• Ability to clearly speak, read, and understand the English language in a professional environment
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment
• Familiarity with: Microsoft 365 administration, Remote monitoring and management (RMM) tools, Basic cybersecurity practices (MFA, endpoint protection)

• 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred)
• High school diploma or equivalent (Associates degree in IT or related field preferred)
• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals certifications (MS-900, AZ-900)
• ITIL Foundation