IT Help Desk Or MSP Support

Recruiter / Employer: Solvo Global
Contract: Contract / Casual
Status: Active
  • 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

This recruitment process is fully managed by Solvo Global. Please follow the following link to apply

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