Technical Documentation Specialist
6 days ago
Pathway Communications is a leading Canadian Managed IT and Cybersecurity Services Provider with a rich history of success since 1995. Our team of over 150 technical staff, which works out of four offices, delivers cutting-edge IT management and cybersecurity services to businesses across Canada and the USA. Our services include IT infrastructure and application management, 24/7 cybersecurity and SOC, data center services, private and public cloud solutions, secure connectivity, telephony and expert consulting. Our commitment to excellence is reinforced by the critical certifications we have. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center.
Job SummaryWe are seeking a highly motivated and experienced Technical Documentation Specialist to join our team. This role is pivotal in creating, curating, and managing a centralized knowledge repository that will serve as a critical resource for our Managed IT Services team. The ideal candidate will possess strong technical expertise, excellent communication skills, and a passion for organizing information to optimize service delivery.
Key Responsibilities- Knowledge Bank Development:
Design and develop a comprehensive Technical Knowledge Bank tailored to Managed IT Services, including documentation, troubleshooting guides, best practices, and FAQs. Collaborate with subject matter experts (SMEs) to gather and document critical technical information related to IT infrastructure, network management, cybersecurity, cloud services, and software applications. - Content Creation & Curation:
Author, edit, and maintain technical documents that are clear, concise, and accessible to both technical and non-technical audiences. Regularly update the knowledge bank with new information, ensuring all content is accurate, current, and aligned with industry standards and company policies. - Collaboration & Communication:
Work closely with the IT support team, engineers, and service managers to identify common issues, knowledge gaps, and areas where documentation is needed. Facilitate knowledge sharing across teams to ensure consistency and standardization in service delivery. - Training & Support:
Develop and deliver training sessions for internal teams on how to effectively utilize the Technical Knowledge Bank. Provide ongoing support to staff in accessing and contributing to the knowledge bank. - Quality Assurance:
Implement and maintain quality control measures to ensure the accuracy and reliability of all knowledge bank content. Conduct regular reviews and audits of the knowledge bank to identify outdated or redundant information. - Continuous Improvement:
Stay informed about the latest developments in Managed IT Services and integrate relevant updates into the knowledge bank. Recommend and implement improvements to the knowledge management processes and tools.
- 3+ years of experience in technical writing of IT documentation or similar role.
- Ability to translate highly technical information into easily understandable information.
- Experience in computer science or IT engineering with a degree or diploma.
- Bachelor's degree in Technical Communication, Journalism, or related field preferred.
- Creative skills and usage of photographs, drawings, diagrams, animation, and charts that increase users' understanding.
- Excellent communication skills reflected in advanced and sufficient notice of issues or required assistance.
- Excellent written and verbal communication skills.
- Strong organizational and project management abilities.
- Detail-oriented with a focus on accuracy and quality.
- Ability to work collaboratively in a team environment.
We offer a dynamic work environment where you can expand your career and skills as part of our leadership team. Our company is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We value your contributions and offer opportunities for professional development and continuous learning.
Requirements- Candidates must be willing to undergo a technical exam.
- All applications must be submitted through this job posting.
- This job requires you to be present in office.
- Candidate must have valid work authorization and should be currently residing in Toronto, Canada.
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