Technical Support Specialist

Summary

Join Pavago's team as a Technical Support Specialist, providing expert IT support in a Microsoft-based environment. You will handle help desk tickets, user account management, and system administration tasks. This is a full-time, remote position requiring strong troubleshooting skills and organization. The role involves resolving technical support requests, assisting users with Microsoft tools, managing user accounts, and performing system administration tasks. You will also document IT processes, collaborate with senior staff, and monitor systems. Continuous improvement of support workflows and documentation is expected.

Requirements

• Proven Problem Solver: Demonstrates the ability to quickly diagnose and resolve technical issues, minimizing downtime and enhancing user productivity
• Hands-On Systems Experience: Skilled in managing Windows environments, Microsoft 365 tools, and user account administration, ensuring smooth IT operations
• Effective Communicator: Capable of translating technical information into clear, understandable language for users of all levels, improving support interactions
• 2+ Years of IT Support Experience: Proven experience in IT support or junior system administration roles, handling technical issues and user support efficiently
• Strong Windows & Microsoft 365 Knowledge: Expertise in Windows operating systems and Microsoft 365 administration, including Teams, SharePoint, and Exchange
• Help Desk Software Proficiency: Skilled in using help desk ticketing systems for managing support requests; experience with Fresh-desk is a plus
• Active Directory & Group Policy Familiarity: Experience managing user accounts, permissions, and system policies via Active Directory and Group Policy
• Basic Networking Knowledge: Understanding of core networking concepts like DNS, DHCP, IP addressing, and network troubleshooting
• Excellent Troubleshooting & Problem-Solving: Ability to diagnose and resolve hardware, software, and connectivity issues effectively
• Strong Communication Skills: Clear verbal and written communication, capable of explaining technical issues to non-technical users
• Self-Motivated & Organized: Able to work independently and manage time efficiently in a remote work environment

Responsibilities

• Respond to Help Desk Tickets: Resolve technical support requests promptly and efficiently
• Provide End-User Support: Assist users with Windows desktops, Office 365, Teams, SharePoint, and other Microsoft tools
• Manage User Accounts: Handle onboarding/offboarding processes and manage user permissions and access
• Perform System Administration: Support patch management, software installations, and routine system updates
• Document IT Processes: Maintain clear and accurate records of configurations, procedures, and issue resolutions
• Collaborate with Senior IT Staff: Escalate complex technical issues and work with senior team members for resolution
• Monitor Systems: Track performance alerts and system health, escalating issues as needed
• Enhance Support Processes: Contribute to continuous improvement of internal IT support workflows and documentation
• Team Player with Collaborative Approach: Works seamlessly with senior IT staff and other departments, escalating complex issues and supporting collective problem-solving efforts
• Continuous Learner and Adaptor: Embraces new technologies and best practices, eager to expand expertise in system administration and cyber-security

Preferred Qualifications

• Experience with RMM Tools (Preferred): Familiarity with remote monitoring and management platforms for proactive system maintenance
• Basic Scripting or Automation Skills (Preferred): Knowledge of scripting languages, preferably PowerShell, to automate repetitive tasks
• Cybersecurity Awareness (Preferred): Understanding of cybersecurity best practices to help maintain secure IT operations