Kristina @ Support Adventure

Hi there! I'm Kristina Antic, the voice behind the articles you've been enjoying on the Support Adventure blog.Welcome to the crossroads of travel, transformative career advice, and all things MSP!Since joining the team in 2020, I've been weaving my experiences from traveling across Europe and Asia into stories that resonate with tech enthusiasts and wanderlust-filled souls alike.From the world of translating and IT customer service to teaching, I’ve worn many hats, all of which I now bring together to help you navigate the exciting remote landscape.Whether you’re looking to kickstart your career in tech, dreaming of digital nomad life, or seeking the best MSP practices and staff, I’m here to share what I’ve learned in a way that feels like we’re just chatting over coffee.See you on the blog!

How to Deal with MSP Emergencies Using Escalation Policies and Procedures

It’s an MSP help desk emergency! What do you do?From clients calling while everyone’s busy to data breaches, does your MSP know how to handle it? How well a company responds to emergencies can make-or-break an MSP’s relationship with their clients.As the owner, you need to devise and implement a well-defined policy and procedure on what happens when a client has an emergency.Here’s how you can, in three steps, successfully deal with… Continue Reading How to Deal with MSP Emergencies Using Escalation Policies and Procedures
By Kristina @ Support Adventure, ago

Why Looking at Resumes is the Wrong Hiring Approach for MSPs

Simply looking at resumes is a really bad way of deducing who’s the right candidate for that new  opening in your MSP. And disqualifying applicants because they don’t look good enough on paper will make you miss out on a great new hire. Why?Judging who to interview and hire based on resumes does not represent the level of creativity, intelligence and quality of results needed for the unpredictable MSP environment. The resume alone also… Continue Reading Why Looking at Resumes is the Wrong Hiring Approach for MSPs
By Kristina @ Support Adventure, ago

How to Get Promoted Fast as an IT Technician for an MSP!

Are you an IT technician wanting to get a promotion at the MSP company you work for? We can get you there! If you are just starting out in the industry as an IT technician and want to know how to climb the ladder, the basic things you need to understand are the following:To level up in an MSP and be a great technician, you need to be consistent and reliable. Make sure to… Continue Reading How to Get Promoted Fast as an IT Technician for an MSP!
By Kristina @ Support Adventure, ago

Listen to Feedback From Customers and Staff and Become a Better MSP

In the competitive MSP space, your clients can easily find another service provider if they feel like you aren’t treating them in the best possible way. So how can you know what’s the best way to treat your clients? By always listening to their feedback.And how exactly do you listen to feedback from customers and staff to benefit your MSP?Create opportunities for a survey instead of waiting for a complaint to receive opinions… Continue Reading Listen to Feedback From Customers and Staff and Become a Better MSP
By Kristina @ Support Adventure, ago

Dear MSPs… Stop Using Ring Groups (Incorrectly)!

Guess what made our top 6 list of MSP worst practices?That’s right, technician ring groups! Relying on this support strategy can have a negative impact on your business. We’ve seen this all too often here at Support Adventure with MSP clients we have consulted or provided outsourced staff for. We understand that you want your clients to have the best, most immediate service possible. But ring groups in MSPs really wear on your team.… Continue Reading Dear MSPs… Stop Using Ring Groups (Incorrectly)!
By Kristina @ Support Adventure, ago

This One Thing Will Instantly Improve Your MSP Help Desk

If you could change one thing in your MSP help desk to bring order to it and increase revenue, what would it be?Look no further than adding a dispatcher! If you’re currently scaling your MSP service desk to over five technicians, you may face a challenge of instability without someone in that role. Bringing on a dispatcher is a huge preventative measure for things getting messier as you grow. Dispatchers improve your MSP help… Continue Reading This One Thing Will Instantly Improve Your MSP Help Desk
By Kristina @ Support Adventure, ago

Write Better Ticket Notes and Save Your MSP!

Thinking of scaling your MSP? Want to increase your revenue all while creating higher customer satisfaction? All of this is not possible without having great ticket notes. They are the backbone of any well organized MSP and help create stability and success. Here’s why:Detailed ticket notes create a system of accountability in your MSP, making escalations more organized. On both the business and technical side, keeping good ticket notes prevents major mishaps. And having… Continue Reading Write Better Ticket Notes and Save Your MSP!
By Kristina @ Support Adventure, ago

Outsourced MSP Helpdesk Support – Benefits and Models for MSPs

When expanding your team, you might ask yourself, “Should I hire staff internally or outsource MSP help desk support“?Before you decide if outsourced MSP staff is for you, it is good to clearly define what qualities you want your IT or MSP help desk to have and how much you are willing to pay for it.Outsourced MSP help desks should use the following best practices:A well organized and coordinated team of technicians.… Continue Reading Outsourced MSP Helpdesk Support – Benefits and Models for MSPs
By Kristina @ Support Adventure, ago

How to know which applicants to hire for your MSP?

How can you gauge whether or not applicants to work with your MSP will flourish or flounder working for you? Unfortunately, many MSPs are clueless when it comes to recruiting the best talent as not all people with IT experience will thrive in the hectic MSP environment. So how can you make sure someone will? If you want to figure out which applicants will excel in your MSP, you must focus not just on their… Continue Reading How to know which applicants to hire for your MSP?
By Kristina @ Support Adventure, ago

Example Questions for a Level 1 MSP Technical Support Interview

As the initial touchpoint for IT enterprises, the position of a Level 1 Technician holds significant importance. A Level 1 Technician is responsible for possessing a comprehensive understanding of technical knowledge coupled with exceptional communication skills to efficiently address and resolve issues. Therefore, it is critical that the candidate possess the mindset and skillset to confidently address a diverse range of problems and provide expedient, comprehensive, and amicable service.In order to find such a… Continue Reading Example Questions for a Level 1 MSP Technical Support Interview
By Kristina @ Support Adventure, ago

Make your techs feel like rockstars with positive feedback!

-gOne of the best things you can do as a manager or owner of an MSP is offer feedback in a way where your technicians are left feeling awesome about themselves!At Support Adventure, we’ve worked with over 40 MSPs, observing their internal culture and communication style with staff. The ones that we have enjoyed working with the most are the ones that had the most motivated technicians. So just how can you achieve… Continue Reading Make your techs feel like rockstars with positive feedback!
By Kristina @ Support Adventure, ago

How Can You Prepare for Traveling as a Digital Nomad?

Whether your digital nomad dream includes chillin’ on a beach in tropical Bali, or getting lost in an enchanted metropolis like Istanbul, it’s time to get the ball rolling on making this dream happen.  Living abroad is a huge undertaking, and that’s true regardless of whether your experience is a short or longer term stint. The benefit of being a digital nomad is you can choose the type of place that fits your desired lifestyle… Continue Reading How Can You Prepare for Traveling as a Digital Nomad?
By Kristina @ Support Adventure, ago

What is the Job Description for an MSP Service Desk Manager?

The MSP help desk is THE indicator of whether or not the whole company is functioning well. For this reason, there should be a service desk manager dedicated to optimizing the help desk’s workflow and quality of service provided so that the company can scale safely.The work of the service desk manager can be defined as:Creating and implementing systems that ensure growth, reliability and ownership.Overseeing and managing the helpdesk staff.Coordinating tasks,… Continue Reading What is the Job Description for an MSP Service Desk Manager?
By Kristina @ Support Adventure, ago

How to Create a Great MSP Environment for your Staff?

Why should you have a great environment in your MSP? Because creating a fulfilling environment for your staff is one of the most important things in running a successful MSP. From our years of consulting and providing staff for MSPs, we at Support Adventure have seen that this is one of the best practices to employ.You want to have technicians who do great work and feel good doing it! What exactly are some of… Continue Reading How to Create a Great MSP Environment for your Staff?
By Kristina @ Support Adventure, ago

MSP Scaling – How to Scale your MSP

The 7 Laws of MSP ScalingAre you trying to scale your MSP, but you feel like an unruly helpdesk is holding you back?We know it can be overwhelming when you’ve got months old tickets piled up, your ticketing queue is super disorganized and you’re constantly working overtime yourself to assist with exhaustive projects. From our experience working with and consulting over 40 MSPs, there’s a few tweaks you need to make to scale… Continue Reading MSP Scaling – How to Scale your MSP
By Kristina @ Support Adventure, ago

Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!

When you’re the owner of an MSP, you might have an inbox that’s full of all sorts of random messages from your clients and staff every day. On one hand, your phone is ringing constantly, and on the other, your chat notifications are firing off. It can be absolute chaos!To save time, and above all, sanity, you need to put in place an ironclad MSP communication policy. As MSP staffing specialists, we here at… Continue Reading Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!
By Kristina @ Support Adventure, ago

How to become an IT Technician

If you could pick a career that will allow you to work from anywhere and depend on no one but yourself, would you take the chance?We’ve seen the drastic and unpredictable changes that occurred over the past year and many suffered job losses, and put the idea of a career change on the table. Working in an IT field has many advantages and one of them is that you can learn how to be… Continue Reading How to become an IT Technician
By Kristina @ Support Adventure, ago

Are Digital nomads destroying local culture?

What can be wrong with enjoying the local culture as a tourist and getting a taste of the everyday lives of locals? According to the Lonely Planet – a lot.Immersing ourselves in rich foreign cultural traditions brings pleasure and excitement to our lives. With the spread of technology and progressive globalization, the world has become smaller and more easily accessible. Who wouldn’t take on that opportunity and fly out to a remote or exotic… Continue Reading Are Digital nomads destroying local culture?
By Kristina @ Support Adventure, ago

Why Working at an MSP is AWESOME!

Let’s be honest, working at an MSP (Managed Service Provider) or any other helpdesk environment is tricky. In this dynamic setting, there are challenges that can come up in unexpected ways and places… Luckily, these challenges present a once-in-a-lifetime opportunity to improve yourself and have a rollercoaster of fun and experience that is hard to find elsewhere! Buckle up and get ready for an adventure in this fast-paced, mind-expanding and lively community.You will have… Continue Reading Why Working at an MSP is AWESOME!
By Kristina @ Support Adventure, ago

Our MSP Recruitment Hiring Process

Get the best out of MSP remote recruitment Be careful of who you let in your inner circle. Choosing the right employees and integrating them is a mine-field. Neglect one step and the whole business will be shaken up with the consequences. If done wrongly, the process of finding the right people is lengthy, the hiring pricey and the guarantee of future employees doing great work non-existent.Bypassing the many errors MSP encounters in this… Continue Reading Our MSP Recruitment Hiring Process
By Kristina @ Support Adventure, ago