Information Technology Help Desk at Solvo Global

Role Overview


As a Tier 1 Support Agent, you will act as the first point of contact for IT and High-Speed Internet (HSIA) support requests. You will provide technical assistance across multiple channels, ensuring timely resolution and excellent customer experience while meeting SLAs.


Key Responsibilities.


Serve as the primary contact for support requests via phone, email, chat, and ticketing systems.
Troubleshoot and resolve technical issues related to:
Workstations (Windows/Mac).
Mobile devices.
Printers and peripherals.
Email platforms (Microsoft 365, Google Workspace).
Internet and network connectivity (modems, routers, Wi-Fi, LAN/WAN).
Diagnose connectivity issues (latency, packet loss, traceroutes).
Verify network hardware and on-site connectivity (CPE, cabling, Wi-Fi, etc.).
Support onboarding/offboarding and user account management (Active Directory, access, permissions).
Log, categorize, and prioritize tickets to meet SLA targets.
Provide first-call resolution whenever possible.
Escalate complex issues to Tier 2/3 with proper documentation.
Follow SOPs, runbooks, and knowledge base guidelines.
Monitor alerts and respond to system notifications.
Maintain accurate documentation of incidents and resolutions.
Deliver excellent customer service and maintain professionalism at all times.
Continuously expand technical knowledge and stay updated on best practices.


Required Qualifications.


1 - 2 years of experience in IT support, Helpdesk, HSIA, or MSP environments (preferred).
High school diploma or equivalent (Associate's degree in IT is a plus).
Basic knowledge of:.
Windows and/or macOS.
Active Directory and user management.
Networking fundamentals (IP, DNS, DHCP, Wi-Fi).
Internet troubleshooting (HSIA).
Experience with ticketing tools (ConnectWise, ServiceNow, Zendesk, etc.).
Strong troubleshooting and problem-solving skills.
Ability to manage multiple tasks in a fast-paced environment.
Excellent verbal and written communication skills.
Professional level of English (spoken and written).
Strong customer service mindset.
Reliable, organized, and team-oriented.