Support Adventure - The premium MSP staffing company

MSP STAFFING

Outsourced MSP Staffing

Support Adventure is an MSP staffing company dedicated to sourcing and staffing the most qualified help desk professionals worldwide.

Through our proven selection process, the Training and Testing Program, we select only the best tech support staff to present to our clients.

We staff technical support, administrative, and service coordination roles for MSP clients in English-speaking countries worldwide, drawing from our pool of pre-screened candidates available in all time zones, while managing all of the HR, accounting, and contract related tasks that come with remote staffing.

Why hire through Support Adventure?

Support Adventure Team - The premium MSP staffing company

Support Adventure is the ultimate MSP staffing company for expats who love to travel and work remotely. Since 2016 we’ve been helping MSPs effortlessly build solid teams with English-speaking staff who enjoy living in low-cost places around the world. With over 200 staff in Europe, Africa, Asia, and the Americas, we have the global reach and expertise to meet your MSP’s needs.

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Find your perfect remote team:

Helpdesk Technicians

Vetted, qualified, and tested remote MSP helpdesk technicians of all levels, ready to be onboarded to your helpdesk within weeks.

All Support Adventure technicians have passed our 5-step Training and Testing Program, designed to assess their skills and abilities in real-life help desk scenarios.

System Administrators

Pre-vetted, highly qualified individuals, proficient in a broad range of MSP related systems, with demonstrable experience of planning, deploying and administering large scale configurations.

We have a special process for the most highly qualified and experienced IT staff that have experience and qualifications broader than the requirements of most helpdesk situations.

Service Coordinators

Pre-vetted, highly motivated individuals with demonstrable coordination and dispatching skill to organize your helpdesk and manage your clients needs to ensure great service delivery.

All candidates are screened for general business knowledge and selected for their excellent communication, organizational and customer service skills.

What you get when staffing with Support Adventure:

Premium IT Support Talent

We select only the best candidates, chosen for their qualifications, communication skills, and customer service experience and English language proficiency

Long Term Engagements

We only fill dedicated, long term positions, allowing our staff to fully learn and understand your systems and grow with your company

Minimum Administration

Our process is designed for minimal administrative efforts from our clients, with our team taking care of all HR, timekeeping and administration tasks

Ongoing contract management

Our contract managers are there to find your next superstar as well as help through the length of the contract, utilizing their skillset a to manage the relationship and deal with incentives, problem resolution, time-off management and more

Amazing cost-effectiveness

By matching remote staff living in low-cost locations with companies operating in economically better developed areas, our model allows us to provide competitive rates to our clients, while paying above market rates to our staff for their work

No-hassle onboarding

After dealing with the initial bureaucracy, our process is designed to allow you to onboard new staff with ease and efficiency. We work with your team to ensure you’re ready to get started and onboard smoothly.

Trial to ensure the right fit

All our contracts come with a no-commitment 30-day trial period, during which you're able to withdraw at any moment without notice. This allows you enough time to make absolutely sure that your selected candidate is a perfect fit and set yourself up for a quality long-term relationship.

Our process:

1

Becoming a client

 
  • Click the button below and complete our Become A Client form
  • We can book a 15-minute introductory call to discuss your needs
  • Cultural compatibility review with our Service Delivery Manager to ensure your processes are ready to accommodate our fully remote staff
  • If we decide to move forward, a contract manager will be assigned to you to help manage your transition to our remote staffing model

2

Selecting your staff

 
  • Your contract manager will provide you with a selection of pre-vetted, qualified staff that align most with your company culture and requirements
  • All candidates will have passed our Training and Testing Program to demonstrate competence.
  • You pick the people you like best by reviewing their profiles and video interviews
  • We arrange the required interviews for you to meet your selected candidates and make your decision

3

Effortless onboarding and ongoing support

  • Our process is designed to onboard new staff with minimal administrative effort from your end
  • We manage all background checks, contractual, billing adjustments and HR-related tasks while providing you with a single monthly invoice for the service
  • We start with a 30-day trial period for a risk-free experience
  • We handle the details, while you focus on the big picture.
  • Ongoing support for any performance, HR or other issues

Detailed candidate profiles

Upon becoming our client, we'll provide you with detailed candidate profiles including videos showcasing their communication skills and technical competencies, as well as ticket notes from project and VM tests they have successfully completed with us.

Through Support Adventure, you have the advantage of viewing a vast pool of qualified, ready-to-hire candidates, giving you the opportunity to identify and select individuals that best align with your requirements prior to scheduling interviews.

Candidate presentations are available upon request.

Frequently Asked Questions

We don’t have people based in specific countries, but rather categorize people based on time zone availability. We have staff covering all the major time zones in the world, including UK and CET for European and UK based clients, US Eastern, Central, Mountain and Pacific time zones for US based clients, and Asia, particularly South East Asia based staff to cover Australian and New Zealand working hours. Our global presence also allows us to provide staff to cover off-hours while working a day shift locally, providing fresh and dedicated coverage for your helpdesk at any time of the day.

Our staff is only required to be proficient in one language to become part of the Support Adventure team, and that’s English. Our service is aimed at MSPs and IT support companies providing service to English-speaking clients worldwide. If you’re looking for staff speaking local languages, we can reach out to our existing candidates to see if there’s a match, but we generally advise a direct approach to staffing locally in such cases, as specifying other languages as a requirement will reduce your pool of available candidates and therefore your success in finding the right match.

We staff all helpdesk roles that can be done remotely, mostly focused on technicians, service coordinator and system administrator roles. Our database of contractors includes qualified people with helpdesk experience in the MSP and customer service industry, so if you have a different applicable remote position in mind, we might have staff available with transferable experience to fill your needs. 

Our staffing model is called direct remote staffing and the difference between having an outsourced helpdesk compared to our solution is that our personnel will become part of your helpdesk compared to having a fully outsourced solution with their own processes, approach and culture. You will be responsible for onboarding our staff to your tools, while we take care of all the other remote staffing related tasks like HR, timekeeping, accounting, and other administration.

Once you go through our client acquisition process, we can typically help you select candidates to fill help desk positions within a few days, unless you require highly specialized experience or less common time zone availability. Our shortlists include candidates with all levels of help desk experience, covering all time zones.

Our client acquisition process is a slightly longer process that can take 2-4 weeks depending on the availability of all decision makers involved on both sides.

We cannot guarantee that your relationship with the selected candidate will work out, as the success of placements is a complex matter. However, we do our best to find compatible candidates for our clients and have established procedures to ensure the best chance of success, creating a win-win situation. All of our placements come with a 1-month, 0-day notice trial period, during which either the candidate or the client may decide at any time not to proceed with the contract for any reason. After the trial period, our contract management team will work with the client and candidate to resolve any issues that arise, but should the relationship not work out, we will accept one month’s notice to end the contract and provide our clients with replacement candidates to fill the role.

We have an approximate 90% success rate of the candidates we place passing the trial period and progressing to a recurring month-to-month contract, most of which last for years. We attribute the high success rate to our robust screening processes for both contractors and clients that ensure as many successful placements as possible.

Our Training and Testing Program is designed by our senior management, who have real-world experience as MSP help desk managers. The staff that selects and assesses the candidates are experienced senior-level technicians. The program takes several hours of the candidates’ time and includes testing for basic technical aptitude, soft skills, problem-solving ability, and a skill level-appropriate real-world help desk ticket test. The end result is that you are only shown candidates who have demonstrated their a) work ethic, b) communication skills, and c) technical skills.

Yes, all our staff are vetted and come with a police clearance from their local police authority, confirming they have no felonies on their record and that they are not part of any current criminal proceedings in their current place of residence. We also contact two references for each candidate, only allowing candidates with positive references to pass our program and become part of the candidates we present to our clients.

We select our help desk staff for their technical skills and experience, as well as their excellent customer service and communication skills. In addition, we use our experience in the MSP and staffing industries to present only those candidates we believe will be a good cultural fit for our clients. We implement cultural fit checks on both sides of our process, the client and the candidate, and prioritize candidate and client cultural fit throughout the process. Ultimately, we provide our clients with the advice and tools they need to take the driver’s seat in identifying and interviewing the candidates they believe will be a good cultural fit, as well as a trial period to ensure that it is indeed a fit.

No, we specialize in finding long-term placements for our candidates and our clients. We want our contractors to become an integral part of your organization, embody your values and excel in their positions, and we do not believe that this is possible on a short-term basis in this industry. Our staffing model is based on facilitating long-term relationships that create a broad spectrum of value for all parties involved.

Our fees are based on a day rate approach. Our staff is paid once a month based on an agreed day rate for each day worked during the current month. We invoice our clients on a monthly basis based on the number of working days in a given month and any adjustments for previous absences, overtime or other adjustments. Our staff handles all HR, administrative, vacation, and other remote staff hiring related tasks.

You receive a single, detailed monthly invoice for the service (based on the contractor’s daily rate) with no additional hidden costs.

There is a US$800 onboarding fee for new clients, which is refunded if you hire your second contractor with us within 6 months.

Ultimately, the prices you are quoted are what you end up paying and are all inclusive.

If one of our contractors doesn’t meet your standards or the requirements of the role, we’ll do everything we can to resolve the situation, and if not, the contract can be easily terminated. During the first month of the contract, you can terminate the contract without notice and we’ll be happy to provide you with other candidates to consider for the role. After the first month, our contracts include a trial period or a 30-day notice period (in most cases), during which we can also provide new candidates for consideration if the contract isn’t working out.

To ensure the best success, our contract managers have an established methodology for resolving any issues that may arise during a contract, listening to both sides and using our knowledge of the MSP industry best practices to achieve a level of insightful mediation that can be rare in direct employment.

MSP Staffing Best Practices:

Other MSP Best Practices:

Our contract managers:

Donovan Bjorkman - Contract Manager at Support Adventure, the MSP staffing agency

Donovan Bjorkman

United States of America

ERIC muth

Canada

Nick Ward - Contract Manager at Support Adventure, the MSP staffing agency

Nick Ward

United Kingdom

Justin Coetzee - Contract Manager at Support Adventure, the MSP staffing agency

Justin Coetzee

South Africa

Alex Jordaan - Contract Manager at Support Adventure, the MSP staffing agency

Alex jordaan

South Africa

Our client testimonials:

california, USA

A California-based MSP which has hired 5 technicians across 3 continents through Support Adventure for 24/7 Support and Daytime Helpdesk.

Oregon, USA

An Oregon-based MSP which has hired 4 technicians across 4 continents through Support Adventure for Dedicated Follow-the-Sun Staffing

london, uk

A London-based MSP staffed with 4 Support Adventure technicians in Europe & Asia for their UK Daytime and also using the 24/7 shared Helpdesk.

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GET IN TOUCH TO LEARN MORE

We are happy to have an initial conversation to explore how we can add value to your business and how we could work together. Please fill out the form at the link below.

Eric Muth - Founder of Support Adventure, the MSP staffing agency

SAL001-Eric

Senior Level IT Support Technician
Canada

Introduction Video
Technical Questions
Situational Awareness Videos
VM Test Ticket Notes

Time zone availability:

Pacific, Eastern, UK, Central European

Notice Period:

Available immediately

Fee:

Available to clients only

Experience summary:

3 years as a Senior IT support technician for a UK-based MSP

Deployed 400 device NT 4.0 network at University before Active Directory

Some management experience

Zoran - Support Adventure, the MSP staffing agency

SAL213-Zoran

System Administrator
North Macedonia

Introduction Video
Technical Questions
Senior interview Recordings
VM Test Ticket Notes

Time zone availability:

Pacific, Eastern, UK, Central European

Notice Period:

Available immediately

Fee:

Available to clients only

Experience summary:

3 years as a system administrator for a major U.S.-based MSP

5 years as a Senior IT support technician for a UK-based MSP

2 years as a senior customer support agent at a local ISP

Donovan Bjorkman - Contract Manager at Support Adventure, the MSP staffing agency

SAL007-Don

Service Coordinator
United States of America

Introduction Video
Technical Questions
Situational Awareness Videos
Service Delivery Assessment Ticket Notes

Time zone availability:

Pacific, Eastern, UK, Central European

Notice Period:

Available immediately

Fee:

Available to clients only

Experience summary:

3 years as a service coordinator for a major U.S.-based MSP

Successfully managed a hostel as an expat, with a focus on exceptional customer service, community-building, and utilization of technology.