Monitoring & Remediation Engineer

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 centre 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 centre.
Position Type - 6 month contract
Compensation - Hourly Rate as per minimum per Ontario Provincial minimum wage
Job Summary:
The Monitoring & Remediation Engineer is responsible for maintaining proactive visibility of client environments through monitoring platforms, automating remediation workflows, and ensuring system health and stability. This role involves continuous improvement of monitoring policies, responding to real-time alerts, developing and maintaining scripts in Kaseya, and performing system updates or remediation tasks as needed to ensure optimal performance across managed infrastructures.
Key Responsibilities:
Monitoring & Alert Response

• Act as the first line of defense for infrastructure alerts, responding to resource utilization, performance degradation, and service interruptions in real time.
• Triage, investigate, and resolve incidents generated by Kaseya, PRTG, or other monitoring tools.
• Escalate critical issues to appropriate Tier 2/3 engineers with detailed diagnostic notes and root cause data.
• Maintain alert hygiene by tuning thresholds, dependencies, and escalation policies to reduce noise and false positives.

Remediation & Maintenance

• Execute remediation tasks for Windows/Linux servers, network devices, and applications based on incident type.
• Patch, update, and optimize monitoring agents and tools across client environments.
• Perform recurring maintenance such as disk cleanup, service restarts, performance tuning, and backup verification.
• Maintain system documentation and remediation logs for compliance and audit requirements.

Automation & Scripting (Kaseya Focus)

• Develop and maintain Kaseya scripts for automated deployment, remediation, patching, and monitoring enhancements.
• Regularly review and update Kaseya procedures, policies, and agent configurations.
• Automate repetitive IT management tasks using PowerShell, Python, or other scripting languages.
• Integrate Kaseya with third-party tools (e.g., SentinelOne, FortiGate, Microsoft 365, Azure) to enhance automation workflows.

Tool Administration & Updates

• Manage updates and configuration changes for Kaseya VSA (on-prem or SaaS).
• Test and validate new monitoring tool features or plugin integrations before production rollout.
• Collaborate with IT Operations leadership to implement monitoring standardization across clients.
• Contribute to the continual improvement of monitoring dashboards and operational KPIs.

Required Skills & Experience:

• 3–5 years of experience in IT systems administration, NOC operations, or MSP environments.
• Proficiency with Kaseya VSA, including policy management, scripting, and automation.
• Strong knowledge of Windows Server environments, patching, and performance troubleshooting.
• Experience with monitoring tools such as Spidermon or OTRS (nice to have).
• Working knowledge of PowerShell, VBScript, or Python for automation tasks.
• Familiarity with Azure AD, Office 365, and endpoint security integrations.
• Strong analytical and documentation skills with ability to prioritize multiple issues.
• Understanding of ITIL practices, especially Incident and Problem Management.

Preferred Qualifications:
Bachelor's Degree or Equivalent

• Microsoft Certified: Windows Server / Azure Administrator
• CompTIA Network+ or Security+
• Kaseya Certified Administrator (KCA) or equivalent RMM platform certification
• Experience with ticketing systems (ConnectWise, Autotask, ServiceNow)

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