Job description
Job Title: Technical Support Specialist
Position Type: Full Time
Working Hours: CST
About Pavago:
Pavago is looking for a reliable and proactive Technical Support Specialist to join our client’s team. This role focuses on providing expert IT support in a Microsoft-based environment, handling help desk tickets, user account management, and system administration tasks. If you’re skilled in troubleshooting, organized, and comfortable working remotely, this is a great opportunity to grow your IT career while making a real impact.
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.
What Makes You a Perfect Fit:
- 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.
Required Experience & Skills:
- 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.
- 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.
What Does a Typical Day Look Like?
As a Technical support specialist you will be reviewing and prioritizing help desk tickets, providing timely support for Windows desktops and Microsoft 365 applications like Teams and SharePoint. Managing user accounts, permissions, and onboarding/offboarding processes will be part of your routine to ensure smooth access and security. You’ll perform basic system administration tasks such as patching, software installations, and updates to maintain system health. Throughout the day, you’ll collaborate with senior IT staff to escalate and resolve complex issues, while monitoring system alerts and proactively addressing potential problems. Clear communication and accurate documentation will be key as you work independently in this fully remote role.
Interview Process:
- Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
- Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
- Practical Assessment: Showcase your creative abilities through practical tasks relevant to the role.
- Final Interview: Have a comprehensive discussion with our client to ensure mutual alignment.
- Background Checks: Conduct swift verification of your references and past employment details.
Ready to Apply?
If you have strong technical support experience and a passion for solving IT issues, this remote role is perfect for you. Join our team to provide expert assistance and grow your skills in a Microsoft-focused environment. Apply now to become a key part of our IT support team!
