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

Service Desk Representative

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

TECHNICAL SUPPORT REPRESENTATIVE
English and Bilingual
Toronto, Montreal

Pathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Technical Service Desk Representatives to join its growing team in Markham, Ontario and Montreal. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to gas station operators for one of Canada’s largest trans-national oil and gas companies.

Our Service Desk Representatives consistently deliver high-quality, first-level technical support to end users via voice, email, chat and the use of remote access software. They meet all quality SLAs such as first-call resolution, handle time and documentation.

If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work environment, contact us today.

Pathway offers industry-leading compensation and outstanding opportunities for growth and learning.

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;
  • Specialty fuel and gas station devices, applications and systems for point of sale, card payment processing and fuel dispensing.
Pathway will provide extensive training on specialty equipment and applications.

DUTIES

Inbound technical support duties:

  • Fulfill service requests for assets and services (part replacements, on-site repairs).
  • 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
  • Meet all performance standards for quality, work volume and productivity.

REQUIREMENTS

Education and training

IT diploma or certification(s) such as MCSA, CCNA, ITILv4 OR extensive hands-on technical call centre experience.

Knowledge, experience

  • Three years’ past experience in a technology contact centre or IT service desk;/li>
  • Hands on level 1 trouble shooting of MS operating systems, desktop applications and devices;
  • Use of ITSMs (ticketing systems)
  • Experience supporting POS, payment processing and oil and gas systems would be an advantage.
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
Salary:

  • English: $18.50 CAD per hour
  • Bilingual in French: $23 CAD per hour

HOW TO APPLY

Apply with your resume, with details of relevant education, and certifications.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons 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*

Bilingual (French & English) Service Desk Agent

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

POSITION SUMMARY

Pathway Communications is a leader in technology management solutions and counts some of Canada’s best brands as its clients. We are looking for highly motivated Bilingual Service Desk Representative Representatives to join our fast-growing Sales Team.

Our leading clients in Gas and Health industries has an exciting opportunity for an individual who is has strong customer service skills and is solutions oriented. The selected candidate will provide 1st and 2nd level technical Desktop support to users through incident management by phone, email and chat.

The Service Desk Technician will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.

We’ll help you build your career with extensive training on specialty equipment and applications and growth opportunities!

This job requires working in variable and rotating shifts.

What you will be doing

  • Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems
  • Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
  • Assign requests or incidents to appropriate queues for follow up
  • Document and update all interactions in a state-of-the-art ITSM
  • Maintains ticket queues by actively communicating with customers and peers.
  • Escalates and coordinates with 2nd level support to resolve problems if necessary.
  • Responsible for meeting Service Desk Service Level Agreement and metrics
MUST HAVE SKILLS/REQUIREMENT

  • IT diploma or certification(s) such as MCSA, CCNA, ITILv4 OR extensive hands-on technical call centre experience.
  • 3 years’ past experience in a technology contact center or IT service desk;
  • Hands on level 1 trouble shooting of MS operating systems, desktop applications and devices.
  • Use of ITSMs (ticketing systems)
  • Able to follow and use scripts and prescribed operating procedures.
SOFT SKILLS: (IS THIS YOU?)

  • Excellent customer service, oral and written communications skills in English and French
  • Ability to work well under pressure while demonstrating strong professionalism
  • Collaborate closely with the team, while also being capable of holding themselves accountable to meet individual deadlines without hand holding
MANDATORY CHECK

  • CPIC clearance and strict adherence to PCI standards
HOW TO APPLY

  • Apply with your resume, with details of relevant education, and certifications.
  • The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons 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.
  • Job Type: Full-time
  • Salary: per hour (Bilingual in French and English)

Apply for this position

REQUIRED*

Junior Facilities Coordinator

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING JUNIOR FACILITIES COORDINATOR

POSITION SUMMARY

Pathway has been a pioneer in the IT Services business, since starting out as one of the first ISPs in Canada in the 1990s. We are now a leading Canadian technology management firm with truly global reach. Our clients rely on us as their single source for high quality IT solutions – from managed services and hybrid cloud services to service desks, telephony and security services. We were the first company in Canada to construct a Tier III certified data center and have a complete set of certifications including SOC 2 Type II, PCI, ISO 9001-2008 and ISO 27001. Pathway employs over 150 trained and qualified staff across three continents and continues to grow rapidly.

Job Responsibilities

  • Responsible for all aspects of facility maintenance, security of building infrastructure assets and project implementation
  • Responsible for facility operational activities, equipment monitoring, and vendor oversight as needed
  • Ensure scheduled maintenance for UPS, Generators, Fire Systems, HVAC, Plumbing, irrigation, elevators, Camera system, Alarm system, Power Systems, Landscaping, cleaning
  • Coordinate, deal and document any general building maintenance related issues like water leakage issues etc.
  • Oversee and ensure documentation of scheduled and breakdown maintenance of cooling, power issues, plumbing, fire systems, landscaping, and access card
  • Ensure that the building meets health and safety requirements and that facilities comply with legislation
  • Direct, coordinate and plan essential services such as reception, security, maintenance, mail, archiving
  • Independently review, maintain, and update operational and emergency response processes and documentation in collaboration with HR and Quality
  • Plan and train staff to respond appropriately to emergencies or urgent issues as they arise and dealing with the consequences in collaboration with HR and Quality
  • Responsible for monitoring the data center environment.
  • Provide customer consult in regard to power and air handling requirements for the data center and coordinate new installations.
  • Update and maintain asset inventory records within the company provided database including asset tagging for incoming equipment.
  • Perform Data Center security monitoring and ensure customers are following appropriate rules and regulations.
  • Respond to and escalate equipment alarms and undertake quick and effective troubleshooting to diagnose mechanical and/or electrical system failures and working with contractors to quickly resolve or mitigate interruption in services

Education and Skills Required

  • Preferred Bachelor’s Degree from college or university in IT
  • Preferred 5+ years of experience in Facilities and IT Datacenter monitoring
  • Basic knowledge of power systems (UPS’, RPPs, PDUs) cooling systems (HVACs, air flow dynamics)
  • Working knowledge of UPS systems, generator systems and associated switch gear
  • Working knowledge of sprinkler systems/fire alarms systems testing, building management systems.
  • Working knowledge of MS Word, Excel, Power Point.

Apply for this position

REQUIRED*

Engineering

No Openings

Sales and Marketing

No Openings