We’re hiring.

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)

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.