Hire great MSP technicians without the noise, guesswork, and endless resumes

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 non-management 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 out staffing. The difference between an outsourced helpdesk and our solution is that our personnel become part of your helpdesk, rather than working inside a fully outsourced solution with its own processes, approach, and culture. You are responsible for onboarding our staff to your tools, while we take care of the remote staffing administration such as HR, timekeeping, accounting, and contracts.

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 and have established procedures to give each placement the best chance of success. Each placement begins with an initial trial period, during which either party may decide not to proceed under the agreed trial terms. If the relationship does not work out, we can present other candidates for you to consider.

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 program takes several hours 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 the relevant police authorities. We also contact two references for each candidate, only allowing candidates with positive references to pass our program.

We select our help desk staff for their technical skills and experience, as well as their excellent customer service and communication skills. We use our experience in the MSP and staffing industries to present only those candidates we believe will be a good cultural fit. We implement cultural fit checks on both sides of our process and provide our clients with the advice and tools they need to take the driver's seat in identifying and interviewing candidates, as well as a trial period to ensure the 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. We invoice our clients on a monthly basis with no additional hidden costs — the prices you are quoted are all inclusive.

There is a US$800 onboarding fee for new clients, which is waived if you hire 2 or more people initially or refunded if you hire your second contractor with us within 6 months.

If one of our contractors doesn't meet your standards, we'll do everything we can to resolve the situation. Our contract managers have an established methodology for resolving issues, using MSP industry best practices to achieve insightful mediation.

If you decide you want to move on, we can present other candidates for you to consider. Ultimately, it's up to you to choose another candidate who you want to bring on board from those we present you.