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...

What You'll Do.

• Provide support via phone, email, chat, and ticketing systems
• Troubleshoot and resolve issues related to:
  • Windows and macOS workstations
  • Mobile devices
  • Printers and peripherals
  • Microsoft 365 and Google Workspace
  • Internet connectivity and network performance
  • Routers, modems, Wi-Fi, switches, and access points
  • User account access and permissions
• Diagnose and resolve technical issues on first contact whenever possible
• Log, prioritize, and manage support tickets in accordance with SLAs
• Escalate complex issues to higher-level support teams with proper documentation
• Support onboarding and offboarding activities
• Monitor alerts and respond to system notifications
• Maintain accurate records of incidents, resolutions, and customer interactions
• Follow operational procedures, knowledge base articles, and support guidelines
• Deliver an exceptional customer experience with every interaction

Requirements

Technical Skills.

• Knowledge of Windows and/or macOS operating systems.
• Understanding of Active Directory and user account management.
• Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
• Experience troubleshooting internet and connectivity issues.
• Experience working with ticketing platforms such as:
  • ConnectWise.
  • ServiceNow.
  • Zendesk.

Professional Skills.

• Strong customer service and communication skills
• Ability to multitask and manage priorities effectively
• Excellent troubleshooting and problem-solving abilities
• Strong attention to detail and documentation practices
• Ability to work independently and in a team environment
• Professional, reliable, and accountable mindset

Experience with:

• Microsoft 365 Administration
• Remote Monitoring & Management (RMM) tools
• Basic cybersecurity practices (MFA, Endpoint Protection)

• Provide support via phone, email, chat, and ticketing systems
• Troubleshoot and resolve issues related to: Windows and macOS workstations, Mobile devices, Printers and peripherals, Microsoft 365 and Google Workspace, Internet connectivity and network performance, Routers, modems, Wi-Fi, switches, and access points, User account access and permissions
• Diagnose and resolve technical issues on first contact whenever possible
• Log, prioritize, and manage support tickets in accordance with SLAs
• Escalate complex issues to higher-level support teams with proper documentation
• Support onboarding and offboarding activities
• Monitor alerts and respond to system notifications
• Maintain accurate records of incidents, resolutions, and customer interactions
• Follow operational procedures, knowledge base articles, and support guidelines
• Deliver an exceptional customer experience with every interaction

• Windows operating systems
• macOS operating systems
• Active Directory
• user account management
• networking fundamentals (IP, DNS, DHCP, Wi-Fi)
• troubleshooting internet and connectivity issues
• ticketing platforms (ConnectWise, ServiceNow, Zendesk)
• customer service
• communication skills
• multitask
• manage priorities
• troubleshooting
• problem-solving
• attention to detail
• documentation practices
• work independently
• work in a team environment
• Microsoft 365 Administration
• Remote Monitoring & Management (RMM) tools
• Basic cybersecurity practices (MFA, Endpoint Protection)

• BA/BSc/HND