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On-Site Internship Opportunity with in the Engineering

3 weeks ago

Markham, Ontario, Canada Pathway Communications Full time
Telephony / Unified Communications Intern
Location: Markham, Ontario (On-site)
Company: Pathway Communications

About Pathway Communications
Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001.

We are growing rapidly and looking for a Telephony / Unified Communications (UC) Intern to join our team at our headquarters in Markham, Ontario and support our Senior IP Telephony Engineers.

This is an excellent opportunity for a student or recent graduate to gain hands-on experience with modern telephony and UC platforms such as Zoom Phone, Zoom Contact Center, and Microsoft Teams Phone, and to learn how telephony is delivered in a managed services (MSP/MSSP) environment.

Role Overview
As a Telephony / UC Intern, you will work closely with our senior engineers to assist in the operation, support, and documentation of voice and collaboration services for internal teams and customers. You will be involved in day-to-day tasks such as user provisioning, testing, basic troubleshooting, and maintaining documentation, while learning the fundamentals of VoIP, SIP, and cloud telephony.

Key Responsibilities
Under the guidance of senior engineers, you will:
  • Assist with user provisioning and changes in:
    • Zoom Phone / Zoom Contact Center
    • Microsoft Teams Phone (assigning numbers, policies, and voice routing as directed)
  • Help configure and test:
    • Call queues, auto attendants, voicemail, and basic IVR menus.
    • Devices such as headsets, desk phones, and softphones.
  • Perform basic telephony troubleshooting:
    • Verify end-user configurations (headset, client, network connectivity).
    • Capture information and logs needed by senior engineers.
    • Conduct test calls and document results.
  • Support number and license management:
    • Maintain and update spreadsheets or tools used to track phone numbers, extensions, and licenses.
  • Assist with documentation and process updates:
    • Update configuration guides, how-to documents, and internal knowledge base articles.
    • Document standard operating procedures (SOPs) for common tasks.
  • Help with monitoring and reporting:
    • Review dashboards or reports for call quality, availability, and basic alerts (under supervision).
    • Prepare simple reports (e.g., usage or adoption summaries) as requested.
  • Participate in project-related tasks:
    • Support migration and deployment activities by preparing data, validating user lists, and performing tests.
    • Assist during change windows by executing predefined steps and checklists.
Qualifications
Education
  • Currently enrolled in, or recently completed, a Diploma or Bachelor's degree in:
    • Telecommunications, Computer Science, Information Technology, Electronics, or a related field.
Technical Skills – Nice to Have (Not All Required)
  • Basic understanding of:
    • Networking fundamentals (IP addressing, DHCP, DNS, LAN/WAN).
    • What VoIP is and how it differs from traditional telephony.
  • Exposure to or interest in:
    • Zoom, Microsoft Teams, or other collaboration tools.
    • Any PBX/telephony systems (academic, lab, or home lab experience is fine).
  • Familiarity with Windows environments (Windows 10/11, basic admin tasks).
  • Comfortable working with Excel/Google Sheets for tracking data and preparing simple reports.
If you don't meet all of these, but are passionate about telephony and willing to learn, we still encourage you to apply.

Soft Skills
  • Strong willingness to learn and genuine interest in telephony/UC technologies.
  • Good communication skills and ability to work well in a team.
  • Attention to detail and methodical approach to tasks and documentation.
  • Ability to follow procedures and checklists accurately.
  • Time management skills and ability to handle multiple small tasks.
What You Will Learn
During this internship, you will gain exposure to:
  • Real-world Zoom Phone / Zoom Contact Center and Microsoft Teams Phone deployments.
  • Basics of SIP, RTP, QoS, and how voice runs over IP networks.
  • How an MSP/MSSP delivers telephony and UC services to multiple customers.
  • Practical troubleshooting methods, monitoring tools, and operational best practices.
  • Working with senior engineers, project managers, SOC/Service Desk teams, and other technical groups at Pathway.