Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Bilingual Technical Support Specialist providing IT support and white-glove service for enterprise clients. Thriving in fast-paced MSP environments while managing diverse technical challenges.
Responsibilities
- Provide Tier 1–2 technical support through ServiceNow, supporting enterprise and SMB clients
- Deliver a white-glove, IT concierge experience by proactively engaging clients via phone and ticketing systems to fully understand issues before troubleshooting
- Take full ownership of client issues from first contact to resolution, demonstrating urgency, accountability, and follow-through
- Troubleshoot issues across Windows Server, Microsoft 365, networking, virtualization, storage, and security
- Collaborate with senior engineers and pod leads on escalations and complex troubleshooting
- Manage a high daily ticket volume in a fast-paced MSP environment, with peak activity typically in the mornings
- Gain hands-on exposure to technologies such as VMware, Cisco, EMC, Palo Alto, Citrix, and modern security platforms
- Contribute to internal documentation, process improvements, and change management initiatives
- Support ongoing integration and standardization efforts as teams and systems converge across regions
- Build strong client relationships that contribute to positive feedback, retention, and long-term partnerships
Requirements
- 3–5+ years of experience in IT support, systems administration, or MSP environments
- Strong working knowledge of Windows Server, Active Directory, Group Policy, and Microsoft 365
- Solid understanding of networking fundamentals (TCP/IP, subnetting, routing/switching, VPNs)
- Hands-on experience with virtualization technologies (VMware and/or Hyper-V)
- Exposure to cybersecurity tools, firewalls, or endpoint protection platforms (e.g., Palo Alto, Fortinet, Cisco Secure)
- Familiarity with storage, backup, and recovery technologies (SAN/NAS, Veeam, Dell EMC, etc.)
- Experience working with ITSM tools such as ServiceNow and understanding SLA-driven environments
- PowerShell or scripting fundamentals for automation and system checks are an asset
- Bilingualism (English/French) is required - must have verbal and written proficiency
Benefits
- Medical, dental, and vision benefits to support your overall well-being
- Paid Time Off: Recharge and unwind – you earned it!
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