MSP Technical Support

Description

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.
Global Reach. Local Service.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more

Pavion and our family of companies are seeking a talented and motivated MSP Tech Support to join our security business unit. TheMSPTechnical Support role delivers frontline technicalassistanceto clients by resolving Level I support incidents and service requests. This role providestroubleshootinghardware, software, peripherals, and basic network connectivity issues while ensuring a positive and productive user experience. The analyst supports user account administration, Office 365 and phone systems, and various Microsoft-based business applications.

Using remote tools—and occasional on-site visits. TheMSPTechnical Supportroleensures issues are resolved efficiently, documented thoroughly, and communicated clearly. A strong customer service mindset, attention to detail, and commitment to continuous learning are essential for success in this role.

• 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.
• Support phonesystemand 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.
• Assistin 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.

• High School Diploma
• 1 year of IT experience

Excellent verbal and written communication skills

• An understanding of relevant technologies, solutions, troubleshooting, & support

• Autotask, Datto RMM,Auvikor Managed Services (MSP) experience a major plus
• General Windows Desktop
• Strong Organization and Time Management Skills

The salary range for this position is $45,000–$55,000 annually . The starting salary will be determined based on qualifications, experience, education, skills, certifications, and internal equity. We also offer a comprehensive benefits…