Managed Services Specialist

Solvo connects North American companies with talented, nearshore employees, leveraging AI-powered tools. They provide affordable remote talent to U.S. and Canadian businesses across over 50 industry specialties, emphasizing employees with no language barriers, a strong work ethic, and shared time zones.

This role at Solvo involves serving as a Tier 3 IT Helpdesk and MSP Support Engineer, based in Nairobi. The successful candidate will be a seasoned professional adept at managing complex technical issues and providing advanced support across multiple client infrastructures. Key aspects include leading root cause analysis, implementing lasting solutions for recurring problems, and coordinating with various stakeholders to resolve critical incidents efficiently.

1. Serve as the primary escalation point for lower-tier support teams.
2. Address and resolve intricate technical challenges across various client systems.
3. Conduct thorough root cause analyses and implement permanent fixes for recurring issues.
4. Manage high-priority incidents, ensuring resolutions meet defined service level agreements.
5. Collaborate with vendors, third-party providers, and internal teams to resolve critical technical problems.
6. Administer and maintain Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
7. Manage Hybrid Active Directory, Azure AD (Entra ID), Group Policy, and identity management solutions.
8. Provide support for endpoint management systems and cloud-based productivity platforms.
9. Implement and uphold security and compliance policies within Microsoft ecosystems.
10. Diagnose and resolve advanced issues on Windows and macOS operating systems.
11. Maintain and optimize server infrastructure, virtualization platforms, and cloud environments.
12. Configure and manage solutions for data backup, disaster recovery, and business continuity.
13. Support endpoint detection and response (EDR) and other cybersecurity tools.
14. Develop and maintain PowerShell scripts and automated workflows.
15. Enhance operational efficiency through the use of RMM tools and automation initiatives.
16. Create and update technical documentation, knowledge base articles, and standard operating procedures.
17. Propose and implement proactive improvements to infrastructure.
18. Deliver exceptional customer service and technical guidance to clients.
19. Participate in client meetings and technical reviews as required.
20. Ensure service delivery aligns with contractual obligations and SLAs.
21. Contribute to continuous improvement and operational excellence programs.

1. A minimum of 4 years of professional experience within a Managed Services Provider (MSP) environment.
2. Demonstrated ability to handle Tier 3 escalations and resolve complex technical incidents.
3. Proven capability to manage multiple client accounts and prioritize tasks effectively.
4. Experience supporting both cloud-first and hybrid IT infrastructures.
5. Strong background in providing client support within an MSP context.
6. Advanced proficiency with Microsoft 365, Azure/Entra ID, Active Directory, and Windows Server.
7. Familiarity with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms common in MSPs.
8. Solid grasp of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, VLANs, Firewalls, and wireless technologies.
9. Experience with endpoint management, cybersecurity tools, and EDR platforms.
10. Strong scripting abilities, particularly with PowerShell, for automation.
11. Knowledge of various backup and disaster recovery solutions.
12. Excellent verbal and written communication skills.
13. Strong analytical and problem-solving capabilities.
14. A customer-centric approach with a dedication to outstanding service delivery.
15. Ability to work both independently and as part of a team.
16. Strong organizational and time-management skills.
17. Capability to maintain composure and effectiveness during critical incidents and high-pressure situations.
18. Possession of a BA/BSc/HND qualification.