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.
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What is Pathway Group of Companies?
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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., Service Now, Jira).
Basic understanding of ITIL practices is preferred.
Use of ITSMs (ticketing systems like Service Now 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,…
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