Client Relations and IT Support Coordinator

2 days ago

Toronto, Canada Pinewood Toronto Studios Full time

**Job Posting for a Permanent Full-Time Client Relations and IT Support Coordinator - Immediate Hire**

Located minutes from Downtown Toronto in the Port Lands, Pinewood Toronto Studios (“PTS”) has 11 stages (with 5 additional stages currently under construction), including Mega Stage, one of North America’s largest purpose-built sound stages. PTS is seeking a new permanent full-time Client Relations and IT Support Coordinator an IT Network Coordinator (“CRCIT”) to join our Client Relations team.

**The Role**:
Our Client Relations Coordinators are key to creating a positive first impression and first class experience for our clients and visitors to the PTS lot. The CRCIT will assist the Client Relations team in all respects, and will be that team’s lead for any PTS and/or Client-related IT-related matters (e.g. providing technical computer and server support, system backup and managing hardware supplies and software licenses, as well as assisting PTS’ network and IP phone services provider and facilitating Clients’ interactions with same). The goal is to ensure that PTS employees and clients receive best in class proactive and reactive service, in order to enhance PTS’ reputation - encouraging high customer retention and sustainable growth. The Client Relations Team reports to the General Counsel and Director of HR, under the supervision of the Client Relations Supervisor. The successful applicant must be able to work independently and unsupervised to successfully and carefully complete work that is integral to the success of the team, the company and our clients.

The Client Relations Team is scheduled in 8 hour overlapping shifts to ensure our clients’ needs are met at all reasonable hours. Due to the ongoing COVID pandemic the Client Relations Team is currently staffed between the hours of 7 a.m. to 6 p.m., but as the pandemic subsides those coverage hours may be extended. Please note this position is NOT production-related. The salary range for this role is $47,000 to $58,000, commensurate with experience. PTS offers a competitive benefits package to eligible employees.

**Duties and Responsibilities**:

- Support of day to day Information Technology needs including, on/off boarding client desktop/laptop, smartphone and printer support and deployment to the LAN.
- Support for end users - remotely connect and/or physically attend offices to troubleshoot issue or perform maintenance.
- Support PTS’ third party network and IP phone services provider, when requested - and facilitate PTS’ Clients and employees in their interactions with same.
- Troubleshoot Xerox issues for PTS and its Clients.
- Document procedures and processes for all issues and create end user facing documentation.
- Monitor all Client requests to ensure services levels are met and exceeded.
- Assist with Office 365 and other essential business critical services for day-to-day operations.
- Work with Technical support vendor/partners to address customer needs.
- Engage with internal team and coordinate resources for projects assigned.
- Maintain Pinewood’s audio/visual and teleconferencing equipment.
- Perform regular security monitoring to identify any possible intrusions
- Cover breaks and absences within the Client Relations team, when necessary, to ensure PTS’ main reception desk is staffed
- Ensure that superior customer service is delivered at all times to colleagues and clients
- Assist with internal administrative tasks including scheduling, organizing and staffing special events, drafting communications, sending and receiving deliveries, filing, photocopying and faxing.
- Tend to and/or circulate Client requests to the appropriate internal and external contacts, following up on status of service requests and providing thoughtful, timely and helpful updates
- Order and maintain an inventory of various office and Xerox supplies
- Maintain security protocols by updating visitor management system; issuing visitor badges and NDAs
- Work with Finance team as appropriate to ensure clients are invoiced for additional support spaces and services on a monthly basis, or within 24 hours for one-off requests.
- Assist with projects and other issues where extra help is needed.

PTS is home to a number of top tier production and production-related companies, so we require a customer-service oriented worker who is approachable, diligent, discrete, professional, and courteous at all times. We are seeking someone who demonstrates a clear sense of pride in a “job well done”.

**Qualifications**:

- Excellent organization, multitasking, time-management and prioritization skills. Able to complete multiple time-sensitive requests, tasks and projects in an effective and prompt manner.
- Strong interpersonal, negotiation and conflict resolution skills with excellent ability to communicate verbally and in writing. Polite, proactive, communicative, confident, and patient.
- Conducts self with integrity, always striving to

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