MSP Technical Support

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

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

Pavion Connects and Protects by providing Fire, Security, and Integration solutions to customers in 70+ U.S. locations and 23 countries. It was founded in undefined, and is headquartered in Chantilly, Virginia, US, with a workforce of 1001-5000 employees. Its website is https://www.pavion.com.

Apply To This Job