MSP Technical Support

Pavion; Town of Florida (NY); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Pavion is seeking an MSP Tech Support specialist to deliver frontline technical assistance, resolve Level I incidents, and support Office 365 and phone systems. The role involves remote troubleshooting with occasional on-site visits, ensuring accurate documentation and a strong customer service mindset.

Ideal candidates have a High School Diploma and about 1 year in IT, plus familiarity with MSP tools and a proactive approach to learning. Competitive salary and comprehensive benefits are offered.

Qualifications

• High School Diploma or equivalent.
• 1 year of IT experience.
• Excellent verbal and written communication skills.
• Understanding of relevant technologies, solutions, troubleshooting, and support.

Responsibilities

• Provide Level I technical support across channels (phone, email, web, chat, tickets).
• Troubleshoot hardware, software, peripherals, and basic network issues.
• Support and diagnose desktops, laptops, printers, and MS Office applications.
• Use remote tools; perform on-site visits when needed for deployment or repair.
• Manage user accounts and VOIP/phone systems administration.
• Document issues, steps taken, and resolutions clearly.

Skills

Excellent verbal and written comms

Understanding of technologies and IT

Strong organization and time‑mgt

Education

High School Diploma

Tools

Autotask

Datto RMM

Auvik MSP tools

Job 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 atwww.pavion.com

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 technical assistance to clients by resolving Level I 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. TheMSPTechnical 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:

Technical Support & Troubleshooting

• 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.
• 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

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

Preferred Qualifications:

• 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 package.

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.

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.

If you require accommodation or assistance during the application process, please contact us at [e-mail] . Kindly note that resumes submitted to this email address will not be reviewed. Thank you for your understanding.

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Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.