Remote-Desktop Support Technician

Desktop Support Technician
Location: Remote
Company: Pathway Communications
Hourly pay rate - CAD$18 - $19

About Pathway Communications
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 Communications is looking for an Onsite Desktop Support Technician to join our team in our Toronto Downtown office. This person will drive customer satisfaction by fielding inquiries addressing pain points and maintaining extensive product knowledge.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Responsibilities:
Technical Support:
Respond to and resolve technical issues reported by users via phone emailor in-person.
Diagnose and troubleshoot hardware software and network-related issues.
Provide technical support for desktop laptop printers and mobile devices.
Assist with software installations updates and configurations.
Incident Management:
Log track and close tickets in the service desk system ensuring all detailsare accurately documented.
Escalate unresolved issues to the appropriate teams as per service-levelagreements (SLAs).
Follow up with users to ensure issues are resolved to their satisfaction.
On-Site Support:
Provide hands-on support for technical problems that cannot be resolvedremotely for issues relating to system (Windows-based and Mac) and relatedapplications.
Set up and configure hardware and software for new employees.
Maintain and troubleshoot AV (Audio -visual) systems for meetings andconferences.
User Training and Documentation:
Educate end-users on best practices system functionality and self-helptools.
Create and update documentation including FAQs and user guides.
System Maintenance:
Troubleshooting issues relating to the system (Windows-based and Mac) and related applications.
Perform routine hardware maintenance and upgrades.
Technical Skills:
Knowledge of Active Directory VPNs remote desktop tools and ticketingsystems (e.g. ServiceNow Jira).
Basic understanding of ITIL practices is preferred.
Use of ITSMs (ticketing systems like ServiceNow or Remedy)
Soft Skills:
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to work independently and as part of a team.
Work Conditions:
Full-time on-site role with occasional extended hours during criticalincidents.
Must be willing to work in variable rotating shifts including eveningsweekends and public holidays.
CPIC clearance and strict adherence to PCI standards
Physical ability to lift and carry equipment weighing up to 20kg.
Key Performance Indicators (KPIs)
First Call Resolution Rate.
Average Time to Resolve Tickets
Customer Satisfaction Scores (CSAT).
SLA Compliance Rates.