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engineering

Posted Yesterday

Desktop Support Technician

at Pathway Communications

Hybrid
jira

Requirements

  • We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001.
  • • Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
  • • Basic understanding of ITIL practices is preferred.
  • • Ability to work independently and as part of a team. Work Conditions:
  • This is a beta feature to avoid spam applicants.

Benefits

  • Hourly pay rate - CAD$18 - $19
  • • Provide technical support for desktop, laptop, printers, and mobile devices.
  • • Assist with software installations, updates, and configurations.
  • • Log, track, and close tickets in the service desk system, ensuring all details are accurately documented.
  • • Educate end-users on best practices, system functionality, and self-help tools.
  • • CPIC clearance and strict adherence to PCI standards
  • • First Call Resolution Rate.
  • • Average Time to Resolve Tickets
  • • Customer Satisfaction Scores (CSAT).
  • • SLA Compliance Rates. Â

Additional details

  • Pathway has been a pioneer in IT Managed Services.
  • Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach.
  • Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security.
  • This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge.
  • The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. 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.
  • • Escalate unresolved issues to the appropriate teams as per service-level agreements (SLAs).
  • • 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.

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