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.ResponsibilitiesRespond to Level I technical support incidents and service requests across multiple channels, including phone, email, web, chat, and ticketing systemsTroubleshoot and resolve issues related to computer hardware, software, peripherals, and network connectivitySupport and diagnose problems with desktop PCs, laptops, scanners, printers, Microsoft Office applications, and various commercial or proprietary client softwareUtilize remote access tools to resolve technical issues efficientlyPerform on-site visits as needed for equipment deployment, hardware replacement, and issue resolutionProvide troubleshooting and support for Microsoft Office Suite, desktop systems, and printersCreate, manage, and maintain user accounts through Active Directory or other cloud-based identity platformsPerform Office 365 administration tasksSupport phone system and VOIP administrationAssist with technologies related to Microsoft’s core business applications such as Windows Server, Exchange, SQL, Terminal Services/RDS/CitrixTroubleshoot basic networking issues and support VOIP systemsAssist in implementing or supporting disaster recovery strategies, including server imaging and automated offsite backupsMaintain a high level of customer satisfaction through timely, professional, and effective supportCommunicate clearly with clients to ensure understanding of issues and resolutionsDemonstrate a proactive, service-oriented mindset focused on improving client productivityAccurately document customer systems, configurations, troubleshooting steps, and resolutionsRecord detailed time entries for service work and project activitiesFollow established procedures and contribute to knowledge base improvementsSkillsHigh School Diploma1 year of IT experienceExcellent verbal and written communication skillsProfessional, friendly, positive, optimistic demeanorAn understanding of relevant technologies, solutions, troubleshooting, & supportAutotask, Datto RMM, Auvik or Managed Services (MSP) experience a major plusGeneral Windows DesktopStrong Organization and Time Management SkillsCompany OverviewPavion 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.



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