MSP Technical Support
Pavion is a global leader in providing innovative fire, security, and communication integration solutions. The MSP Technical Support role delivers frontline technical assistance to clients by resolving Level I support incidents and service requests, ensuring a positive and productive user experience.
Responsibilities
- Respond to Level I technical support incidents and service requests across multiple channels, including phone, email, web, chat, and ticketing systems
- Troubleshoot and resolve issues related to computer hardware, software, peripherals, and network connectivity
- Support and diagnose problems with desktop PCs, laptops, scanners, printers, Microsoft Office applications, and various commercial or proprietary client software
- Utilize remote access tools to resolve technical issues efficiently
- Perform on-site visits as needed for equipment deployment, hardware replacement, and issue resolution
- Provide troubleshooting and support for Microsoft Office Suite, desktop systems, and printers
- Create, manage, and maintain user accounts through Active Directory or other cloud-based identity platforms
- Perform Office 365 administration tasks
- Support phone system and VOIP administration
- Assist with technologies related to Microsoft’s core business applications such as Windows Server, Exchange, SQL, Terminal Services/RDS/Citrix
- Troubleshoot basic networking issues and support VOIP systems
- Assist in implementing or supporting disaster recovery strategies, including server imaging and automated offsite backups
- Maintain a high level of customer satisfaction through timely, professional, and effective support
- Communicate clearly with clients to ensure understanding of issues and resolutions
- Demonstrate a proactive, service-oriented mindset focused on improving client productivity
- Accurately document customer systems, configurations, troubleshooting steps, and resolutions
- Record detailed time entries for service work and project activities
- Follow established procedures and contribute to knowledge base improvements
Skills
- High School Diploma
- 1 year of IT experience
- Excellent verbal and written communication skills
- Professional, friendly, positive, optimistic demeanor
- An understanding of relevant technologies, solutions, troubleshooting, & support
- Autotask, Datto RMM, Auvik or Managed Services (MSP) experience a major plus
- General Windows Desktop
- Strong Organization and Time Management Skills
Company Overview