Remote Technical Service Desk Agent
Pathway CommunicationsCanada
Posted December 9, 2025
Full Time
About the Company
Pathway Communications, founded in 1995, is a leading provider of comprehensive IT and communication solutions for businesses worldwide. Specializing in Managed IT Services, Cybersecurity Solutions, Cloud Services, and Colocation, Pathway offers a robust portfolio of services from Tier III data centers with ISO 9001:2015, ISO 27001:2013, and SOC 2 Type II certifications. With over 150 qualified staff across three continents, Pathway ensures reliable, secure, and private operations for clients in today's fast-paced environment.
Job Description
The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary.
Requirements
- Diploma or degree in Computer Science, Information Technology, or related field
- 2-4 years of experience in technical support or IT service desk roles
- Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues
- Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira)
- Basic understanding of ITIL practices
- Use of ITSMs (ticketing systems like ServiceNow or Remedy)
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to work independently and as part of a team
- Fluent in English with native-level proficiency