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It is unreasonable to request staff to track every single minute that they spend working on your helpdesk, especially in a remote-working relationship?

MSPs that have a profit-first mentality might be missing out on the best talent due to the environment, and we consistently find that MSPs that engage in such tracking do not create the best environments for their staff.

Third-Level MSP Technicians have lots of options and are not only considering money when comparing opportunities, they often also consider the working environment.

If you are engaging in such every-minute time tracking, consider finding a better balance between tracking your employee’s productivity and creating a pleasant working environment for them.

One of the worst practices that MSPs do that makes it very difficult to run efficiently and create a pleasant experience for their staff are chat escalations.

Chat seems to be a default solution that MSP flock to, where technicians can write on a group chat when they can’t solve a ticket. This is not a good practice, even though it might create a false illusion of efficiency, due to the lack of proper documentation and systems since it’s off ticket.

It’s difficult to find relevant information regarding a ticket if it was discussed on a chat, and not logged into the ticket.

Tickets need a proper structure in place, such as a system of escalation that achieves the result of tickets getting solved. While chat might work in some situations such as going on lunch break or engaging in social conversations, it is not a good channel to use when escalating tickets.

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MSP Stack and RMM
Why it's not enough!

The best RMM softwares for managing your MSP and your remote team might not actually matter! Connectwise, Autotask and other acclaimed “best RMM softwares” are not enough for managing your MSP business. Why?

In this video, Eric, founder of Support Adventure, which manages a global virtual team of 40 staff on 4 continents (all WORKING REMOTELY), shares how the best softwares for managing remote teams (like Connectwise or Autotask ticketing software) need extra systems in place for your MSP business to thrive.

Simply using the best RMM software can’t save you alone!

California MSP Testimonial
5 Techs

Support Adventure is a staffing company by expats for expats, living in places that inspire them.

Our focus is helping MSPs like yours create solid teams by providing English-speaking staff who live in affordable cities worldwide.

We currently have a team of over 30 staff spread across Europe, Asia, and the Americas.

Here’s a testimonial with a California-based MSP which hired 5 technicians through Support Adventure. They have been our client since September 2018.

London MSP Testimonial
4 Techs

Here’s a testimonial with a London-based MSP which hired 4 technicians through Support Adventure.

They are happy because we helped them locate and onboard talented technicians worldwide to support their business.

Support Adventure’s focus is helping MSPs like yours create solid teams by providing English-speaking staff who live in affordable cities worldwide and helping the staff achieve great lifestyles.

We currently have a team of over 30 staff spread across Europe, Asia, and the Americas.

MSP Worst Practices -
Interrogation Style Job Interviews

The best job interviews are the ones where both the applicant and interviewer feels comfortable and where there’s cultural compatibility between them both.

The best job candidates get to choose between different companies, and are also the ones interviewing the company to see if it would be a place they would want to work at, finding the best environment for them to grow and flourish.

We have a technician, Jonathan from South Africa, who had two interviews with interested companies. The first was an interrogation-style interview while the latter was a friendly conversation-style interview.

John ended up choosing to work for the company that provided him a more pleasant interview experience, since he immediately felt more comfortable and could envision a better work environment.

The job interview is an integral part of being competitive and attracting the best talent.

Here at Support Adventure we can provide you with vetted MSP-ready technicians who would be happy to have an interview and see if there’s cultural compativility.

MSP Worst Practices -
Chat Escalation

One of the worst practices that MSPs do that makes it very difficult to run efficiently and create a pleasant experience for their staff are chat escalations.

Chat seems to be a default solution that MSP flock to, where technicians can write on a group chat when they can’t solve a ticket. This is not a good practice, even though it might create a false illusion of efficiency, due to the lack of proper documentation and systems since it’s off ticket.

It’s difficult to find relevant information regarding a ticket if it was discussed on a chat, and not logged into the ticket.

Tickets need a proper structure in place, such as a system of escalation that achieves the result of tickets getting solved. While chat might work in some situations such as going on lunch break or engaging in social conversations, it is not a good channel to use when escalating tickets.

MSP Worst Practices -
100% Every Minute Time Tracking

It is unreasonable to request staff to track every single minute that they spend working on your helpdesk, especially in a remote-working relationship?

MSPs that have a profit-first mentality might be missing out on the best talent due to the environment, and we consistently find that MSPs that engage in such tracking do not create the best environments for their staff.

Third-Level MSP Technicians have lots of options and are not only considering money when comparing opportunities, they often also consider the working environment.

If you are engaging in such every-minute time tracking, consider finding a better balance between tracking your employee’s productivity and creating a pleasant working environment for them.

MSP Worst Practices -
Technician Ring Groups

Anybody who dials your helpdesk will trigger all the phones to ring, and somebody should pick it up. This is something MSPs often do because they want the best experience for their clients.

We have seen this harm MSPs because it makes it harder to retain staff, the ability to deliver consistent service to their clients. Technicians are expected to drop what they’re doing and pick up the phone. This created a cognitive dissonance and assumes that the work technicians are doing is not important.

Try to get the clients to submit tickets via email, and only call when it’s urgent. It will be a faster and more efficient way of getting service. Technicians are able to work best when they can work on one ticket at a time, and solve the issue.

We strongly suggest MSPs have a dispatcher, which can act as a shield between busy technicians and incoming calls. The dispatcher handle’s incoming tickets, so senior technicians can focus on their work.

MSP Worst Practices -
Senior Technicians as Managers

In the process of working with dozens of MSPs, we see that one of the mistakes they make on their path to growth is promoting senior technicians to become managers.

Some companies assume that when technicians that have technical abilities that go above and beyond, they will be able to successfully be able to manage people. Oftentimes, they lack the leadership skills that are required to manage people and build a team.

Workers in the MSP Industry make a decision to either become managers, or become super-knowledgable technicians. MSPs should understand the skillset and desires of their staff to properly lead staff towards the path that they want to take. While sometimes this path leads to management, other times it leads to becoming senior-level technicians.

Do you need to hire MSP Experienced Staff
for your MSP?

Do you need to focus on candidates with existing MSP experience to be successful?

In this video, Eric talks about hiring for your MSP, and what candidates to look out for. Eric is the founder of Support Adventure, a MSP-focused staffing company that has filled over 50 positions for dozens of MSP.

His company locates , tests, and presents hundreds of technicians around the world for MSPs.

Learn more about their offerings at: https://www.supportadventure.com/msps/