Information Technology Experience Specialist

Tridel Group of Companies•Toronto, ON

2d•CA$70,000 - CA$80,000•Hybrid

About The Position

The Information Technology Experience Specialist is responsible for providing superior customer experience and first response technical support services to Tridel Group of Companies end users and consultants. The IT Experience Specialist is a conduit between all IT support levels ensuring an exceptional level of service is delivered.

Requirements

College diploma or university degree in the field of computer science and/or 3+ years equivalent work experience.
Minimum 3 years of previous Service desk or related experience.
Minimum 1+ years working experience with Microsoft 365.
Excellent customer service and interpersonal skills.
Excellent verbal and written communication skills.
A solution-oriented mindset with a strong orientation towards innovation and continuous improvement of problem-solving techniques.
Proven knowledge of basic hardware and software including familiarity with Windows 10, Mac OS, MS Office Suite (O365).
Knowledge of various remote-control applications (ex. NinjaOne)
A good understanding of Active Directory, Office 365, and Microsoft Exchange.
Excellent ability to independently organize, prioritize, and manage multiple tasks on time
Experience with using common ticketing systems.
Proven ability to develop professional and effective working relationships with customers and key stakeholders.

Responsibilities

Deliver exceptional customer service by exceeding customers’ expectations while following each ticket to completion.
Provide support to VIP’s, provide end to end solutions, and follow escalations to resolution.
Work as the in-between of level 1 and level 2 support as required.
Provide in-person support to resolve technical issues and provide unparalleled customer experience.
Open, monitor, troubleshoot, dispatch, and resolve tickets in a timely fashion while meeting or exceeding defined service levels by providing quality solutions.
Document all actions and solutions within service desk tickets -update the technical details within operational procedures when appropriate.
Engage appropriate resources in the resolution of incidents/requests which may include 3rd party vendors or other IT teams.
Update customers with updates and resolutions and escalation to management teams as required.
Provide customers with support on technology needs such as Office 365, phones, software, hardware, copiers, mobile devices (cellular phone & tablet) via phone, email, chat, or our ITSM Portal, employee onboarding / offboarding processes and new solutions as needed.