Pathway Communications is looking for an IT Technical & Network Support Specialist in Markham, Canada. If you meet the requirements below, you will be eligible to apply via Digital Marketing Community.

Job Responsibilities:

• Respond to inbound requests or issues reported via phone, email, chat and ticketing system customer portal, with a focus on quality and first call resolution.
• Operate managed server support related tasks when required such as, server event log analysis, anti-virus patching, compliance and monitoring and maintain server patches.
• Determine issues that cannot be resolved remotely to on-site technicians as per process.
• Record and maintain all incident records clearly, concisely and effectively in the client ITSM.
• Adhere to service level metrics in day-to-day tasks and focus on continual improvement by reviewing quality and training feedback and participate in on-going learning objectives.
• Prove a high level of customer service excellence and positive attitude with a goal of customer satisfaction and issue resolution.

Job Requirements:

• Diploma or degree in computer technology, networking and support.
• Minimum 3 years or more previous experience in a managed service type of technical support in a contact center environment.
• Effective troubleshooting experience with Windows platforms, MS Office on different versions and other common desktop and laptop software such as browsers, VPN, etc.
• Proficient experience installing and supporting Microsoft Exchange, Active Directory, Print and Fax Servers.
• Deep knowledge and experience supporting wireless concepts including IP networking, routing, WLANs and VLANs, SNMP & Radius, Routers, Switches and Network Monitoring and Health Assessment.
• Familiarity with Ticketing Systems (ITSM),  Heat, Remedy and Livetime.
• Proven track record in MCSE, MCSA as well as CCNP or CCNA(with routing and switching) and Network are a bonus.
• Ability to talk and type in English with excellent spoken and written English.

About Pathway Communications:

Founded in 1995, Pathway Communications (www.pathcom.com) is a single-source provider of premium technology infrastructure, IT support and management, internet, and telephony services to companies across Canada and the United States.