Job Description

About us
Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown, over the past 30 years, from being one of Canada’s pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support, infrastructure management, cybersecurity and application development and maintenance. Our commitment to excellence is reinforced by the critical certifications we have. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center. Visit us on the website www.pathcom.com

Know more about Pathway by accessing the link:
What is Pathway Group of Companies? Company Culture, Mission, Values | Glassdoor

Job Title: Onsite Desktop Support Technician
Location: Markham &Toronto Downtown
Job Type: Full-Time

Summary:
The Onsite Desktop Support Technician provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.

Key Responsibilities
Technical Support:

Respond to and resolve technical issues reported by users via phone, email, or in-person.
Diagnose and troubleshoot hardware, software, and network-related issues.
Provide technical support for desktop, laptop, printers, and mobile devices.
Assist with software installations, updates, and configurations.

Incident Management:

Log, track, and close tickets in the service desk system, ensuring all details are accurately documented.
Escalate unresolved issues to the appropriate teams as per service-level agreements (SLAs).
Follow up with users to ensure issues are resolved to their satisfaction.

On-Site Support:

Provide hands-on support for technical problems that cannot be resolved remotely for issues relating to system (Windows-based and Mac) and related applications.
Set up and configure hardware and software for new employees.
Maintain and troubleshoot AV (Audio -visual) systems for meetings and conferences.

User Training and Documentation:

Educate end-users on best practices, system functionality, and self-help tools.
Create and update documentation, including FAQs and user guides.

System Maintenance

Troubleshooting issues relating to the system (Windows-based and Mac) and related applications.
Perform routine hardware maintenance and upgrades.

Qualifications and Skills

Education: Diploma or degree in Computer Science, Information Technology, or related field.
Experience:
- 2-4 years of experience in technical support or IT service desk roles.
- Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.
Technical Skills:
- Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
- Basic understanding of ITIL practices is preferred.
- Use of ITSMs (ticketing systems like ServiceNow or Remedy)
Soft Skills:
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and as part of a team.

Work Conditions

Full-time on-site role with occasional extended hours during critical incidents.
Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
CPIC clearance and strict adherence to PCI standards
Physical ability to lift and carry equipment weighing up to 20kg.

Key Performance Indicators (KPIs)

First Call Resolution Rate.
Average Time to Resolve Tickets.
Customer Satisfaction Scores (CSAT).
SLA Compliance Rates.

How to apply
If you have the spirit, drive and passion for technology-based business development, we would like to hear from you. Please send us your resume with subject: “Onsite Desktop Support Technician", including details of qualifications and training, work experience, expected minimum hourly compensation and why you feel this would be suitable position for you. You can apply through the link posted or send us your updated resume at recruitment@corp.pathcom.com
We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.

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Pathway Communications

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Onsite Desktop Support Technician