We’re hiring.

Pathway has been a pioneer in the IT Services business, since starting out as one of the first ISPs in Canada in the 1990s. We are now a leading Canadian technology management firm with truly global reach. Our clients rely on us as their single source for high quality IT solutions – from managed services and hybrid cloud services to service desks, telephony and security services. We were the first company in Canada to construct a Tier III certified data center and have a complete set of certifications including SOC 2 Type II, PCI, ISO 9001-2008 and ISO 27001. Pathway employs over 150 trained and qualified staff across three continents and continues to grow rapidly.

The Associate Telephony Engineer tests, maintains, monitors and trouble-shoots telephony components to provide a robust voice communications platform.

Key Areas of Responsibility

• Install, maintain, and upgrade VOIP telecommunications networks, including but not limited to, telephony servers and phone handsets, and applications and other systems as appropriate.
• Handle routine tasks relating to Telephony operations, installation, and/or maintenance for local, off-site and/or remote locations.
• Maintain, diagnose and troubleshoot telephony systems issues as dispatched by the Support/Supervisor and appropriately document and close linked call, in a timely manner, in the company’s internal ERP software
• Maintain and troubleshoot internal as well as a client PBXs in a large VoIP environment.
• Establish, as requested, and maintain documents related to internal/customer environments and other technical/procedural documentation.
• Maintain customer’s inventory of technological devices and document appropriately.
• Work with outside vendors as needed on a per customer basis.
• Maintain telephony server backup to customers.
• Assist in the implementation and ongoing support of projects that include new locations or deploying new technologies across the network.
• Assist in the maintenance of technical and procedural documentation
• Execution of moves, adds and changes and end-user support.
• Participate on regular on-call rotation.
• Coordinate with the Help Desk to respond to questions and participate in evaluation and selection of new software and hardware.
• Work after hours and weekends as required by the business
• Respond to emergency calls/pages/emails in a timely fashion even after hours.

Education and/or Experience Qualifications

• Bachelor’s degree in Telecommunications or Computer Science with telecommunications and/or IT experience and/or a minimum of 5 years serving a high level capacity of client telecommunication services (or equivalent).
• Working knowledge of a telecom network infrastructure (i.e., local & long-distance telco’s, telco products, TFN’s, QoS, Routing etc.).
• 3-5 years’ experience in software/hardware voice equipment administration.

Other Required Qualifications

• Basic knowledge of IP voice communications systems including VOIP telephony, SIP (Session Initiation Protocol) trunking, PRI (Primary Rate Interface), and Analog lines etc.
• Working knowledge of a telecom network infrastructure (i.e., local & long-distance telco’s, telco products, TFN’s, QoS, Routing etc.)
• Basic to Intermediate understanding and experience with Microsoft Operating Systems, Microsoft Server 2012 & 2012R2, Microsoft Windows OS (7, 8, 10) and Unix/Linux systems
• Exposure to Layer 3 Transport and Networking Concepts.
• Strong written and verbal communication skills with the ability to effectively interact with all stakeholders, including senior leadership.
• Experience with moves, adds and changes on any unified communications platform (Cisco, MiTel, Avaya etc.)
• Preferable:
  • Experienced in Mitel MiVoice Connect (Shoretel), MiVoice Business experience and/or certifications, or similar other manufacturers (Avaya, Cisco, FreePBX etc.)
  • Session Border Controller experience for VOIP interconnection.
  • Billing and CDR (Call Detail Record) knowledge.
  • Experience in collecting data, planning, setting, installing and training users on VoIP PBX installing and migrations.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business while meeting deadlines.
• Demonstrated ability to trouble shoot with creative problem-solving skills.

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Responsibilities

• Work with the sales and technical teams to craft compelling responses to complex RFPs for Managed IT Services such as cloud, data centre, network operations, security and technical support
• Develop, write and edit user-friendly IT documentation including IT policies, procedures, protocols, guides, and manuals
• Translate complex technical concepts into concise, accurate, and easy-to-understand documentation for a wide-range of audiences.
• Proofread, edit and update material such as technical manuals, how-to guides, user FAQs, and other content. Use appropriate graphics, charts and visuals in written materials.
• Edit and publish promotional material, including white papers and proposals, to support IT services.

Requirements

• Excellent technical writing skills and a proven track record in successful technical writing
• Excellent understanding of IT terminology, concepts and systems
• Ability to grasp, use and explain new technical concepts related to IT systems, infrastructure and applications
• At least five years’ prior work experience creating
  • Highly persuasive technical proposals and RFP responses
  • Technical documentation such as IT policies, procedures, protocols, usage guides, and manuals
• Experience writing cybersecurity proposals and responding to cybersecurity RFPs will be a distinct advantage
• Attention to detail; outstanding editing and communication skills
• Degree or related education in a field such as Computer Science, IT, networking

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