We’re hiring.

Great people are the heart of our company. There is always something new to work on at Pathway. You will never be doing the same thing for too long. New opportunities and challenges are always around the corner. Join us for a challenging career with room for growth in technology, sales, support and more.

See our openings

Technology, Operations & Engineering

Sales & Marketing

International Opportunities

Our culture

We keep the start-up atmosphere alive, with managers and team members working closely together to innovate on every level. We’re about building a strong family — a family that helps and supports other employees in times of need and with moving forward in their careers.

Our beliefs

Building a strong team involves openness, diversity, skill and the right attitude. Skill and customer focus, with a bit of experience thrown in, are what we’re looking for.

Some of the best ideas come from newcomers, especially new graduates, who help us learn and raise our business to new heights. It’s all about empowering our team and bringing fresh approaches to the table to meet ever changing market demands.

Why join Pathway?

Build your career and have fun

Great Benefits

Great benefits

Enjoy a competitive salary, health benefits, and employee recognition. Park for free and feel at home in our roomy office.

Career growth at Pathway

Career advancement

Just starting out? Get every opportunity to explore your career and move up the ranks.

Great benefits

Family atmosphere

Join the Pathway family to see what it’s like to work with people who care about each other’s well-being and happiness.

Learn the Ropes

Learn the ropes

Train with the best and get access to the newest and most awesome technology in the industry.

Our office

Working at Pathway is more than just the weekly grind

  • Birthday celebrations
  • Work anniversaries
  • Potlucks
  • BBQs
  • Halloween costume party
  • Christmas party
  • Bring your kids to work day
  • Ping pong & other activities
  • Summer picnics
  • Corporate events
  • Corporate lunches
  • Fresh coffee and tea
  • Annual employee recognition
  • Fun team building activities
  • Fun themed dress codes
  • Casual Fridays

Current openings

 

Technology and Operations

Manager – IT

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A MANAGER – IT

The Pathway Group, a leader in providing IT infrastructure and Service Desk solutions, is seeking an IT Manager to join our growing team. Pathway’s Managed IT Services division manages clients’ internal IT systems, including infrastructure (servers, networks, security, desktops) and generic applications. These may be hosted in our own Tier III data centre or private cloud or on clients’ premises. Reporting to the CEO, the IT Manager will provide exceptional, 24/7 IT Managed Services to clients using internal technical experts and a team of trained Technical Service Representatives.
The IT Manager will:

  • Manage internal and on-site Technical Service Representatives: hire, train, manage performance, provide technical guidance
  • Refine and use processes for on-boarding clients; monitoring and managing client IT assets
  • Use experts in the NOC to execute specialty technical tasks consistent with ITIL, SLAs and KPIs
  • Deliver sustained service excellence through quality assurance and training processes
  • Ensure excellent client management: communicate, provide updates, participate in governance
  • Implement continual quality improvements and process automation
  • Assist client organisations with consultancy, advice and direction
  • Sustain and increase share of business with the client; upsell required and relevant services
  • Assist clients with IT capital and operating budgeting
  • Track industry trends to ensure that services are adequate, appropriate and competitively priced.
  • Manage the Pathway IT Managed Services department capital and operating budget
  • Support RFP responses with solutions and pricing

REQUIREMENTS

  • Degree in Engineering, Computer Science, IT or equivalent.
  • Eight to ten years’ experience in IT operations working with functional teams.
  • At least four years in a supervisory or management role delivering IT services, including helpdesk.
  • Advanced knowledge of operations and tools: ITIL, CMMi, ITSM systems, Quality Management.
  • Experience meeting stringent SLAs /KPIs in demanding client environments.
  • Project management experience; comfortable working within matrix reporting structures.
  • Flexible, with excellent interpersonal and leadership abilities.
  • Familiarity with software for reporting, analytics, automation.
  • Knowledge of data center operations, security and cloud technologies.
  • Excellent oral and written English communication skills.

ABOUT THE PATHWAY GROUP

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. 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. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly. The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

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.

Service Desk Agent

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SERVICE DESK AGENT

The Pathway Group, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent Service Desk Agent. Contact Centre Agents to join its growing team in Markham, Ontario. As a Contact Centre Agent, you will join a close-knit, specialty unit which provides 24/7/365 technical support to owners and operators of gas stations of a large, Canadian trans-national oil and gas company. Reporting to the Service Desk Supervisor, the Contact Centre Agent will deliver high-quality, first-level technical support to end users via voice, chat, email and remote access software and will consistently meet and maintain all Service KPIs and SLAs (such as first-call resolution rates, handle time and documentation).

SCOPE

a) Equipment, systems and applications The scope of technical support for equipment, systems and applications includes:

  • Microsoft Operating Systems for desktops and servers; Desktop applications such as MS Office Suite (including Excel and Outlook); email and browsers; printers, fax
  • Point of Sale and Payment Processing systems
  • Fuel dispensing systems and related hardware
  • Site communication and connectivity equipment such as routers
  • Basic understanding of accounting terms and principles (ledger entries, credits, debits, etc.)
  • Enterprise applications (SAP, etc.)
  • Other equipment such as the phone system (IVR, CTI, ACD)

Training on specialty equipment and applications will be provided. General IT troubleshooting skills are required and some relevant experience with above items would be an asset.

b) Tasks

The Contact Centre Agent will take accountability for each interaction with the end user and will ensure that hardware, software, applications and technical services function properly at all times. The Agent will combine knowledge, experience and skills with the use of prescribed SOPs, scripts and technology tools to:

  • Troubleshoot issues with the Point-of-Sale system (Windows-based workstation) and related application.
  • Troubleshoot issues with Back Office user workstations and servers (connectivity, email, browser, printing, VPN client, basic assistance with accounting and inventory applications, etc.)
  • Dispatch and liaise with Field Technicians to coordinate and follow-up on field and site related issues.
  • Log and update technical incidents and problems:
    1. 1. Identify, classify and log issues correctly in the ticketing system.
    2. 2. Investigate and diagnose root causes.
    3. 3. Resolve incidents and verify resolution with users.
    4. 4. Document activities in the required format.
  • Fulfill Service Requests for assets and for services such as replacements and on-site repairs.
  • Advise end users on the proper use of hardware, software, connectivity and applications.
  • Keep all stakeholders informed about the progress of requests and incidents.
  • Escalate incidents and problems to Level 2 teams (and other vendors) as required and ensure timely follow-up to closure.
  • Meet all performance standards and goals for quality, work volume and productivity.

REQUIREMENTS

a) Education and training

IT diploma or certification(s) such as MCSA, CCNA, ITILv4

b) Knowledge and experience

  • Two to three (2-3) years’ experience in a corporate IT service desk, NOC or technology contact centre
  • Previous experience with Point of Sale systems or payment processing systems would be an asset
  • Past experience in a retail environment and understanding of retail store operations would be an asset.
  • Experience with Bulloch is an asset
  • Hands on work with:
  • Configuration and trouble shooting of desktop, server and networks.
  • Applications such as MS Office and email.
  • ITSMs (ticketing systems) such as Remedy, Ivanti, ServiceNow and OTRS
c) Skills

  • Able to follow and strictly adhere to scripts and prescribed operating procedures.
  • Excellent customer service and oral and written communications skills
  • Ability to work under pressure and be a contributor in a team environment.
  • Analytical and problem-solving skills to deal with technical problems.
  • French language skills are preferred, but not mandatory.
  • Basic accounting knowledge (basic knowledge of P&L, sales and expenses)
c) Other

  • Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays
  • CPIC clearance and strict adherence to PCI standards

ABOUT THE PATHWAY GROUP

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. 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. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

HOW TO APPLY

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

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.

Supervisor – BPO

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SUPERVISOR – BPO

The Pathway Group, a leader in Managed IT and Technical Service Desk solutions, is seeking a highly competent Supervisor to join its growing team in Markham, Ontario. As a supervisor, you will join a close-knit, specialty unit which provides 24/7/365 technical support to owners and operators of gas stations of a large, Canadian trans-national oil and gas company. Reporting to the Service Delivery Manager, the Supervisor will work closely with the Service Desk Agents, Trainers, SME’s and the Field Services Coordinator to consistently meet and maintain all Service KPIs and SLAs (such as first-call resolution rates, handle time and documentation).

SCOPE

a) Equipment, systems and applications The scope of technical support for equipment, systems and applications includes:

  • Microsoft Operating Systems for desktops and servers; Desktop applications such as MS Office Suite (including Excel and Outlook); email and browsers; printers, fax
  • Point of Sale and Payment Processing systems
  • Fuel dispensing systems and related hardware
  • Site communication and connectivity equipment such as routers
  • Basic understanding of accounting terms and principles (ledger entries, credits, debits, etc.)
  • Enterprise applications (SAP, etc.)
  • Other equipment such as the phone system (IVR, CTI, ACD)

Ability to supervise agents on specialty equipment and applications will be expected. General IT troubleshooting skills are preferred and some relevant experience with above items would be an asset.

b) Tasks

The Supervisor will take accountability for the performance of the agents such that each interaction that the agents may have with the end user turns out effective. The Supervisor will combine knowledge, experience, and skills with the use of prescribed SOPs, scripts, and technology tools to:

  • Manage day to day operations of the Contact Centre to ensure contractual SLAs are achieved.
  • Provide 24/7 operational support for our services.
  • Evaluation and establishment of efficient contact centre operational plans and processes by understanding the clients’ requirements with respect to support needs to translate that into strong agent response.
  • Ensure smooth, timely and efficient onboarding, change management and ongoing operations for clients, and for new products, by setting up and using support systems, processes, scripts, tools, diagnostic, and remediation methods.
  • Optimize use of automation and tools such as ticketing, voice response, email routing and management, chat, and recording systems.
  • Work with the Quality and Training team to ensure maintenance of up-to-date documentation for training and knowledge base resources.
  • Compile and distribute all daily, weekly, and monthly call center performance metrics so as to provide visibility into support and operations through reports and dashboards.
  • Liaise with clients to ensure that they are kept fully aware of performance metrics, improvements, and support needs.
  • Implement analytics to uncover customer and incident trends and provide recommendations to improve customer experience.
  • Maintain professional and technical knowledge by implementing new processes and exploring opportunities to add value and revenue to the company.

REQUIREMENTS

a) Education and training

  • Minimum five (5) years of experience in managing teams in Enterprise environments or equivalent academic qualification.
  • Undergraduate degree required in computer science, engineering, Arts, Business, Management, or related discipline with an information technology focus (preferred)
b) Knowledge and experience

  • Three to five (3-5) years’ of experience in a Contact Centre with 6 months to 1 year of experience leading a team in any Contact Centre environment
  • Previous experience with Point-of-Sale systems or payment processing systems would be an asset.
  • Experience in a retail environment and understanding of retail store operations would be an asset.
  • Experience working with Hardware or Software unique to delivering services at a gas station is an asset
  • Prior experience as a Field Services Technician is an asset.
  • Hands on work with:
  • Configuration and troubleshooting of desktop, server and networks.
  • Applications such as MS Office and email.
  • ITSMs (ticketing systems) such as Remedy, Ivanti, ServiceNow and OTRS
  • Knowledge of Telephony systems for ACD & IVR.
  • Experience with ShoreTel / Mitel Suite of applications is an asset
c) Skills

  • Able to follow and strictly adhere to scripts and prescribed operating procedures.
  • Demonstrated ability to work both independently and with others.
  • High level of creativity and innovation while solving problems.
  • Strong competency in the efficient and effective use of solution design supporting applications such as Microsoft Office (Word, Excel, PowerPoint) and Microsoft Visio
  • Excellent customer service and oral and written communications skills
  • Proven interpersonal skills to communicate with the team
  • Ability to work under pressure and be a contributor in a team environment.
  • Analytical and problem-solving skills to deal with technical problems.
  • French language skills are preferred, but not mandatory.
  • Basic accounting knowledge (basic knowledge of P&L, sales, and expenses)
d) Other

  • CPIC clearance and strict adherence to PCI standards

ABOUT THE PATHWAY GROUP

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. 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. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

APPLICATION

This position will start as a remote job, but eventually will move into our office at Markham. The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

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.

Bilingual Service Desk Agent (French and English)

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A BILINGUAL SERVICE DESK AGENT (French and English)

The Pathway Group, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent Bilingual Service Desk Agent (French and English). As a Bilingual Service Desk Agent, you will join a close-knit, specialty unit which provides 24/7/365 technical support to owners and operators of gas stations of a large, Canadian trans-national oil and gas company. Reporting to the Service Desk Supervisor, the Bilingual Service Desk Agent will deliver high-quality, first-level technical support to end users via voice, chat, email and remote access software and will consistently meet and maintain all Service KPIs and SLAs (such as first-call resolution rates, handle time and documentation).

SCOPE

a) Equipment, systems and applications The scope of technical support for equipment, systems and applications includes:

  • Microsoft Operating Systems for desktops and servers; Desktop applications such as MS Office Suite (including Excel and Outlook); email and browsers; printers, fax
  • Point of Sale and Payment Processing systems
  • Fuel dispensing systems and related hardware
  • Site communication and connectivity equipment such as routers
  • Basic understanding of accounting terms and principles (ledger entries, credits, debits, etc.)
  • Enterprise applications (SAP, etc.)
  • Other equipment such as the phone system (IVR, CTI, ACD)

Training on specialty equipment and applications will be provided. General IT troubleshooting skills are required and some relevant experience with above items would be an asset.

b) Tasks

The Contact Centre Agent will take accountability for each interaction with the end user and will ensure that hardware, software, applications and technical services function properly at all times. The Agent will combine knowledge, experience and skills with the use of prescribed SOPs, scripts and technology tools to:

  • Troubleshoot issues with the Point-of-Sale system (Windows-based workstation) and related application.
  • Troubleshoot issues with Back Office user workstations and servers (connectivity, email, browser, printing, VPN client, basic assistance with accounting and inventory applications, etc.)
  • Dispatch and liaise with Field Technicians to coordinate and follow-up on field and site related issues.
  • Log and update technical incidents and problems:
    1. 1. Identify, classify and log issues correctly in the ticketing system.
    2. 2. Investigate and diagnose root causes.
    3. 3. Resolve incidents and verify resolution with users.
    4. 4. Document activities in the required format.
  • Fulfill Service Requests for assets and for services such as replacements and on-site repairs.
  • Advise end users on the proper use of hardware, software, connectivity and applications.
  • Keep all stakeholders informed about the progress of requests and incidents.
  • Escalate incidents and problems to Level 2 teams (and other vendors) as required and ensure timely follow-up to closure.
  • Meet all performance standards and goals for quality, work volume and productivity.

REQUIREMENTS

a) Education and training

IT diploma or certification(s) such as MCSA, CCNA, ITILv4

b) Knowledge and experience

  • Two to three (2-3) years’ experience in a corporate IT service desk, NOC or technology contact centre
  • Previous experience with Point of Sale systems or payment processing systems would be an asset
  • Past experience in a retail environment and understanding of retail store operations would be an asset.
  • Experience with Bulloch is an asset
  • Hands on work with:
    1. Configuration and trouble shooting of desktop, server and networks.
    2. Applications such as MS Office and email.
    3. ITSMs (ticketing systems) such as Remedy, Ivanti, ServiceNow and OTRS
c) Skills

  • French language skills are mandatory.
  • Able to follow and strictly adhere to scripts and prescribed operating procedures.
  • Excellent customer service and oral and written communications skills
  • Ability to work under pressure and be a contributor in a team environment.
  • Analytical and problem-solving skills to deal with technical problems.
  • French language skills are preferred, but not mandatory.
  • Basic accounting knowledge (basic knowledge of P&L, sales and expenses)
c) Other

  • Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays
  • CPIC clearance and strict adherence to PCI standards

ABOUT THE PATHWAY GROUP

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. 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. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

HOW TO APPLY

Apply with your resume, with details of relevant education, certifications, and work experience. Please email the documents to hrdept@pathcom.com with the subject line: Service Desk Agent. The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

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.

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