About the Role
As a Desktop Support Technician at Pathway Communications, you will be the primary point of contact for resolving complex technical challenges and ensuring seamless digital operations for our diverse clientele. This role is designed for a customer-centric professional who thrives in a fast-paced environment, combining technical expertise with a passion for delivering exceptional service in every interaction.
Key ResponsibilitiesThe successful candidate will manage a comprehensive range of technical duties focused on maintaining system integrity and user productivity:
- Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and network-related issues reported via phone, email, or in-person. You will provide specialized support for desktops, laptops, printers, and mobile devices across both Windows and Mac environments.
- Incident Management: Diligently log, track, and close tickets within our ITSM systems. You will ensure all documentation is accurate while escalating unresolved issues to specialized teams according to established Service Level Agreements (SLAs).
- On-Site Technical Execution: Provide hands-on assistance for hardware configurations, new employee workstation setups, and the maintenance of sophisticated Audio-Visual (AV) systems for corporate meetings and conferences.
- System Maintenance: Perform routine hardware upgrades and software installations, ensuring all systems remain updated and compliant with security protocols.
- User Empowerment: Create and update comprehensive documentation, including FAQs and user guides, to educate end-users on best practices and self-help tools.
We are looking for a proactive problem-solver who meets the following criteria:
- Technical Proficiency: Hands-on experience with Active Directory, VPN configurations, and remote desktop tools. Familiarity with industry-standard ticketing systems such as ServiceNow, Jira, or Remedy is essential.
- Operating Systems: Advanced knowledge of troubleshooting both Windows-based and macOS environments.
- Education & Standards: A basic understanding of ITIL practices is highly preferred. Candidates must be able to pass a CPIC clearance and strictly adhere to PCI security standards.
- Soft Skills: Excellent interpersonal and communication skills, with the ability to translate complex technical concepts into user-friendly instructions.
- Physical & Schedule Requirements: Ability to lift and carry equipment up to 20kg. Flexibility to work in a rotating shift environment, including evenings, weekends, and public holidays, to ensure continuous support coverage.
Joining Pathway Communications means becoming part of a Canadian IT pioneer with a global footprint. We offer a professional environment where your performance is measured by clear KPIs such as First Call Resolution, Average Time to Resolve, and Customer Satisfaction Scores (CSAT). You will gain exposure to a Tier III certified data center environment and work alongside industry experts in a company that values ISO 27001 and SOC 2 Type II compliance standards. This role provides a robust foundation for a career in managed services and IT infrastructure management.