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

Job Title: Bilingual Technical Service Desk (French & English)
Location: Remote, Alberta & New Brunswick
Job Type: Full-Time, On - Call & after office hours
Compensation: Minimum wage of the province

Scope of work
Technical support of equipment, systems and applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;

Pathway will provide extensive training on specialty equipment and applications.

Duties
Inbound technical support duties:

• Use prescribed SOPs, scripts and tools to troubleshoot and resolve problems with hardware, software, applications and services.
• Dispatch Field Technicians and follow-up on field and site related issues.
• Document and update all interactions in a state-of-the-art ITSM
• Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
• Meet all performance standards for quality, work volume and productivity.
• Provide technical assistance, guidance, and support to end-users experiencing issues with applications, services, or equipment.
• Diagnose and resolve technical problems and challenges reported by staff, often over the phone, via email, or through online chat.
• Log and manage support requests or service tickets, track the progress of customer issues, and ensure timely resolution.
• Document solutions and contribute to the knowledge base for continuous improvement.
• Participate in shift rotations and on-call schedules as required

Requirements

Education and training
A degree or diploma in IT and extensive hands-on technical call center experience would be an advantage.
Knowledge, experience

• Two years’ past experience in a technology contact center or IT service desk;
• Hands on level 1 trouble shooting of MS and MacOS operating systems, desktop applications and devices;
• Use of ITSMs (ticketing systems)

Skills

• Able to follow and use scripts and prescribed operating procedures.
• Excellent customer service, oral and written communications skills
• Analytical and problem-solving skills to deal with technical problems.

Other

• Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays.
• CPIC clearance and strict adherence to PCI standards
• Strong customer focus and professional telephone manner
• Analytical and methodical approach to problem solving
• Team collaboration and adaptability
• Time management and prioritization under pressure

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