MSP Sr Technical Support

MSP Sr Technical Support

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

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 at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated MSP Sr Technical Support to join our security business unit.

The MSP Sr Technical Support role delivers second line technical assistance to clients by resolving level I and level II support incidents and service requests. This role provides troubleshooting hardware, 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. The Sr Technical Support role ensures 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.

Primary 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.

Systems & Application Administration:

• 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.

Networking & Infrastructure Support:

• Troubleshoot basic networking issues and support VOIP systems.
• Assist in implementing or supporting disaster recovery strategies, including server imaging and automated offsite backups.

Customer Service & Communication:

• 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.

Documentation & Reporting:

• 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.

Basic Qualifications:

• 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
• Preferred but not required experience with: Autotask, Datto RMM, Auvik or Managed Services (MSP) experience a major plus
• General Windows Desktop
• Strong Organization and Time Management Skills

Preferred Qualifications:

• CompTIA/Microsoft 365 certifications preferred

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.