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

Accounting &
Finance

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

Bilingual English & French Senior Support Analyst

Fast track your career with Pathway Communications
Bilingual English & French Senior Support Analyst

Do you have a passion for Technology? Are you a customer service specialist? Do you thrive in a fast-paced environment?

If you answered YES to all three AND you have superior French & English Communication skills, keep reading.

We’re looking for proactive individuals who can think on their feet, show initiative while providing superior customer and technical support services. In this full-time position you will be responsible for providing first-line hardware and software support including identification, documentation, investigation and diagnosis, escalation, resolution and follow-up to ensure service levels are maintained for products and services provided to clients and internal personnel. In addition; you will responsible for following up with clients on a regular basis while ensuring timely feedback to the user on the status of incident resolution and escalating to support teams where required.

Also known as a helpdesk technician or technical support analyst providing managed services support, you will be working in a contact center environment; and expected to provide fast, efficient and excellent customer service and problem solving skills. This position requires on-call responsibilities and CPIC clearance.

Main Responsibilities

  • Respond to inbound requests or issues reported via phone, email, chat and ticketing system customer portal, delivering fast and efficient service assisting multiple clients with their hardware and software related needs.
  • Demonstrate a high degree of technical skills to resolve problems at first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment.
  • Assign issues that cannot be resolved remotely to onsite technicians as per process
  • Document all information clearly, concisely and effectively in the client file, in accordance with department guidelines and patterns of practice.
  • Respond and handle incoming infrastructure alerts in accordance to the service level agreement.
  • Adhere to compliance routines in carrying out transactions specific to call quality objectives.
  • Perform some managed server support related tasks when required such as server event logs analysis, anti-virus patching, compliance and monitoring, maintain server patches, account management requests, handle issues related but not limited to print and fax server.

Attributes

  • Communication: Attention to detail; Superior oral, written and listening communication skills in English
  • Teamwork: Guides self and team members in accomplishing work objectives
  • Problem-Solving: Strong probing, creative problem-solving skills
  • Initiative: Taking ownership of customer problems towards the resolution stage; Proactive when dealing with issues; Work in conjunction with other support personnel to resolve problems in a timely manner
  • Management Skills: Good organizational and task management; Ability to prioritize and control workload
  • Call Centre Skills: Ability to Talk AND Type while on calls; Exceptional Customer Service skills
  • Security/Privacy: Discretion with regards to security and confidentiality of information
  • Work Ethics: Exemplary Attendance and Punctuality

Technical Skills Required

  • Minimum 3 years previous experience in a managed service type of technical support in a contact center environment
  • Extensive experience with Windows platforms, MS Office on different versions and other common desktop/laptop software such as browsers, VPN, etc.
  • Experience troubleshooting Microsoft Exchange, Print Servers, Fax Servers, etc.
  • Advance troubleshooting desktop/laptop, printers, network connectivity
  • Intermediate Active Directory experience
  • Knowledge and experience with wireless concepts, IP networking/routing, WLANS & VLANS and Radius
  • Fluent in spoken and written English and French (Spanish, or Russian language skills would be an asset)

Job Requirements

  • Minimum 3 years previous experience in a managed service type of technical support in a contact center environment
  • Extensive experience with Windows platforms, MS Office on different versions and other common desktop/laptop software such as browsers, VPN, etc.
  • Experience troubleshooting Microsoft Exchange, Print Servers, Fax Servers, etc.
  • Advance troubleshooting desktop/laptop, printers, network connectivity
  • Intermediate Active Directory experience
  • Knowledge and experience with wireless concepts, IP networking/routing, WLANS & VLANS and Radius
  • Fluent in spoken and written English and French (Spanish, or Russian language skills would be an asset)

Education

  • Minimum Diploma/Degree or equivalent working experience in related discipline

About Pathway

Pathway Communications is a leading Canadian company offering full-spectrum, managed technology services to businesses across Canada and the United States. Our services portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT services.

Please e-mail your cover letter and resume to hrdept @ pathcom.com (sub: “Bilingual Senior Support Analyst”), with details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, colour or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required; please email hrdept @ pathcom.com.

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.

Apply Now

Business Desk Agent

Fast track your career with Pathway Communications
We’re looking for a Business Desk Agent

We’re looking for proactive individuals who can think on their feet, show initiative while providing superior customer service. This full-time position will be responsible for providing first line business and application support including identification, documentation initial support, investigation and diagnosis, escalation resolution and follow up to ensure service levels are maintained for all products and services provided to internal and external clients. Responsible for following up with clients on a regular basis, entailing timely feedback to the user on the status of the incident/issue resolution and escalating to support teams where required.

You will be working in a call centre environment; and expected to provide fast, efficient and excellent customer service. This position requires CPIC clearance and strict adherence to FIPPA and PHIPA.

Key Responsibilities

  • Provide timely and proficient first-level business and application support for our clients products and services.
  • Diagnose and troubleshoot incidents, resolve where possible and assign or escalate to appropriate groups or individuals.
  • Provide support for Client onboarding services such as Registration, Enrolment and Rights administration to access Client products and services.
  • Process Consent Management Directive files necessary to facilitate appropriate access Client products and services.
  • Provide assistance and advice to external clients, users and subscribers in the implementation and use of Client products and services.
  • Monitor all venues of Customer interactions (ITSM tool, email, telephony, voice-mail and self-serve portals) to ensure all incidents and requests are address in a timely manner.
  • Record, monitor, maintain and close incident and service request tickets, ensuring the completeness and accuracy of the information captured.
  • Ensure timely follow-up on outstanding tickets, escalations issues through departmental procedures when required.
  • Meet or exceed all Client’s Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards.

Required Skills

  • Basic Networking knowledge (i.e. Map network drives, IP Address).
  • Experience supporting LAN’s, VPN, Network Printer/Scanner.
  • Basic Desktop/Laptop PC troubleshooting skills.
  • Basic knowledge in Active Directory and Group Policy .
  • Knowledgeable with MS Office Suite – Exchange/Outlook.
  • Knowledgeable with Windows 7 OS and Multiple Browsers (i.e. IE/Chrome/Firefox/Safari).
  • ITIL V3 Knowledge is an asset.
  • Knowledge of healthcare systems and procedures are an asset.
  • Good typing skills (at least 35-40wpm) and transcribing data with 100% accuracy.
  • French language communication skills would be an asset.

Attributes

  • Exceptional Customer Service skills.
  • Strong analytical, problem solving skills and ability to multitask.
  • Excellent coordination and administration skills.
  • Superior oral, written and listening communication skills in English .
  • Ability to prioritize and control workload.
  • Ability to Talk AND Type while on calls.
  • Strong active listening, comprehension and articulation skills.
  • Discretion with regards to security and confidentiality of information .

Education

  • Minimum successful completion of College Diploma or minimum equivalent working experience in related discipline.

Experience

  • Minimum 1 year proven work experience in an IT Service Desk or Call Centre.
  • Proficiency with Ticketing Systems; Remedy preferred.
  • Must be able to work variable rotating shifts including evenings, weekends and public holidays providing a 24×7 first-line support service to customers.

To Apply

Please e-mail your cover letter and resume to hrdept@pathcom.com (sub: “Business Desk Agent”) within seven days. Please provide details of relevant education, training, work experience, expected compensation and why you feel you are a good candidate for this position. Also indicate, in your cover letter, where you found this position.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, colour or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required, please email hrdept@pathcom.com.

We thank all candidates, but only those selected for an interview will be contacted.

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.

Apply Now

Deskside Support Analyst

Posted: May 23, 2017

Do you have a passion for Technology? Are you a customer service specialist? Do you thrive in a fast-paced environment?

If you answered YES to all three AND you have superior English Communication skills, keep reading.

We’re looking for proactive individuals who can think on their feet, show initiative while providing superior customer and technical support services. In this full-time position you will be responsible for providing first-line hardware and software support including identification, documentation, investigation and diagnosis, escalation, resolution and follow-up to ensure service levels are maintained for products and services provided to clients and internal personnel. In addition; you will responsible for following up with clients on a regular basis while ensuring timely feedback to the user on the status of incident resolution and escalating to support teams where required.

Also known as a helpdesk technician or technical support analyst providing managed services support, you will be working at our client location and expected to provide fast, efficient and excellent customer service and problem solving skills. This position requires on-call responsibilities and CPIC clearance.

Key Responsibilities

  • Respond to inbound requests or issues reported via phone, email, chat and ticketing system customer portal, delivering fast and efficient service assisting multiple clients with their hardware and software related needs
  • Demonstrate a high degree of technical skills to resolve problems at first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment
  • Document all information clearly, concisely and effectively in the client file, in accordance with department guidelines and patterns of practice
  • Respond and handle incoming infrastructure alerts in accordance to the service level agreement
  • Adhere to compliance routines in carrying out transactions specific to SOP
  • Perform managed server support related tasks such as server event logs analysis, anti-virus patching, compliance and monitoring, maintain server patches, account management requests, handle issues related but not limited to print and fax server

Attributes

  • Communication: Attention to detail; Superior oral, written and listening communication skills in English
  • Teamwork: Guides self and team members in accomplishing work objectives
  • Problem-Solving: Strong probing, creative problem-solving skills
  • Initiative: Taking ownership of customer problems towards the resolution stage; Proactive when dealing with issues; Work in conjunction with other support personnel to resolve problems in a timely manner
  • Management Skills: Good organizational and task management; Ability to prioritize and control workload
  • Call Centre Skills: Ability to Talk AND Type while on calls; Exceptional Customer Service skills
  • Security/Privacy: Discretion with regards to security and confidentiality of information
  • Work Ethics: Exemplary Attendance and Punctuality

Technical Skills Required

  • Minimum 3 years’ previous experience in a managed service type business providing technical support
  • Extensive experience with Windows platforms, MS Office on different versions and other common desktop/laptop software such as browsers, VPN, etc.
  • Experience with Windows Updates, including imaging using WDS and customization
  • Experience troubleshooting Microsoft Exchange, Print Servers, Fax Servers, etc.
  • Proven script development for managing Windows Server including: Windows Powershell, Bash Scripting, Java Scripting
  • At least 1 year experience with MAXIMO
  • Intermediate Active Directory experience
  • Experience with Helpstar, Livetime, Dell Image Assist, McAfee EPO, DFS, BES12 are definite assets
  • Experience with Corporate Telephony maintenance using Samsung KNOX, Airwatch MDM/EEM & Avaya

Job Requirements

  • Must be able to work variable rotating shifts including evenings, weekends and public holidays providing a 24×7 first-line support service to customers
  • Must have ability to provide support for on-call responsibilities

Education

  • Diploma or Degree with 2 or more years of working experience in related discipline

Work Location

  • 95 Apple Creek Blvd., Markham, ON
  • Rate of Pay

  • $26.44/hr.
  • Hours

  • 37.5 Hrs/Week
  • Please e-mail your cover letter and resume to hrdept @ pathcom.com (sub: “Deskside Support Analyst – 650300 ”), with details of relevant work experience and why you feel you are a good candidate for this position.

    We thank all candidates, but only those selected for an interview will be contacted.

    The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, colour or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required, please email Hrdept @ pathcom.com.

    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.

    Apply Now

    Facility Security & Mailroom Personnel

    Fast track your career with Pathway Communications
    Facility Security & Mailroom Personnel

    This position provides on-site security for a medium-sized building. This full-time employee will monitor the premises and ensure visitors adhere to prescribed security policies. In addition; this person will also act as mailroom facilitator while exercising shipping & receiving duties & light maintenance.

    Key Responsibilities

    • Man the building and the premises to ensure only authorized persons are allowed entry
    • Greet visitors at the entrance & follow protocol for authorized entry of visitors
    • Patrol the premises to ensure there is no unauthorized activity in addition to video surveillance monitoring of premises (internal and external)
    • Escalate issues according to protocol
    • Monitor cooling systems, UPS and Generator systems
    • Monitor fire alarm/suppression systems
    • Perform Weekly and Monthly inspections on Generator and Fire Systems according to checklist
    • Complete shipping & receiving requirements, maintain courier supplies, maintain & distribute incoming & outgoing mail as required

    Required

    • Excellent communication skills required including fluency in spoken and written English
    • Must be willing to work 12 hour shifts – including overnight in addition to weekdays & weekends
    • Current security guard license required
    • Must be willing to get a police clearance certificate completed
    • Must be bondable
    • Prior experience is an asset

    Who We Are

    Established in 1995, Pathway Communications is one of the largest, privately-owned Managed IT Service companies in Canada. Based in Markham, we offer a unified portfolio of essential IT services, ranging from secure, high speed connectivity to cloud, data centre and telephony solutions from a single, certified source. Pathway continues to grow rapidly and offers unmatched value to thousands of clients across Canada and the USA.

    Please e-mail your cover letter and resume to hrdept[at]pathcom[dot]com (sub: “Security and Mailroom”), details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

    The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, colour or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required; please email hrdept @ pathcom.com.

    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.

    Apply Now

    Service Desk Agent

    Fast track your career with Pathway Communications
    We’re looking for a Service Desk Agent

    We’re looking for proactive individuals who can think on their feet, show initiative while providing superior customer service. In this full-time position you will be responsible for providing first-line hardware and software support including identification, documentation, investigation and diagnosis, escalation, resolution and follow-up to ensure service levels are maintained for products and services provided to clients and internal personnel. In addition; you will responsible for following up with clients on a regular basis while ensuring timely feedback to the user on the status of incident resolution and escalating to support teams where required.

    You will be working in a call centre environment; and expected to provide fast, efficient and excellent customer service. This position requires CPIC clearance and strict adherence to FIPPA and PHIPA.

    Responsibilities

    • Answer Inbound calls, Respond to Emails and Create Tickets in Remedy
    • Provide timely and proficient first-level technical support for our client’s products and services in accordance with established operating procedures
    • Diagnose and troubleshoot incidents, resolve where possible and assign or escalate to appropriate groups or individuals
    • Provide assistance and advice to clients, users and subscribers in the implementation and use of products and services in line with existing policies and procedures
    • Record, monitor, maintain and close incident and service request tickets ensuring the completeness and accuracy of the information captured
    • Ensure timely follow-up on outstanding tickets, escalations issues through departmental procedures when required
    • Meet or exceed all Client’s Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards

    Attributes

    • Exceptional Customer Service skills
    • Superior oral, written and listening communication skills in English
    • Ability to prioritize and control workload
    • Ability to Talk AND Type while on calls
    • Strong active listening, comprehension and articulation skills
    • Strong analytical, problem solving skills and ability to multitask
    • Excellent coordination and administration skills
    • Discretion with regards to security and confidentiality of information

    Education

    • Minimum successful completion of College Diploma or minimum equivalent working experience in related discipline

    Skills

    • Basic Networking knowledge (i.e. Map network drives, IP Address)
    • Experience supporting LAN’s, VPN, Network Printer/Scanner
    • Basic Desktop/Laptop PC troubleshooting skills
    • Basic knowledge in Active Directory and Group Policy
    • Knowledgeable with MS Office Suite – Exchange/Outlook
    • Knowledgeable with Windows 7 OS and Multiple Browsers (i.e. IE/Chrome/Firefox/Safari)
    • Good typing skills (at least 35-40wpm)
    • French language communication skills would be an asset

    Experience

    • Minimum 1 year proven work experience in an IT Service Desk or Call Centre
    • Proficiency with Ticketing Systems; Remedy preferred
    • Must be able to work variable rotating shifts including evenings, weekends and public holidays providing a 24×7 first-line support service to customers.

    About Pathway

    Pathway Communications is a leading Canadian company offering full-spectrum, managed technology services to businesses across Canada and the United States. Our services portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT services.

    Please e-mail your cover letter and resume to hrdept@pathcom.com (sub: “Service Desk Agent”), with details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

    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.

    Apply Now

    Accounting and Finance

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