Information Technology Experience Specialist

**Join Tridel**: Building Communities, Growing Careers
Build Your Future with Us
Our strength, innovation and growth are the result of talented individuals who come together as a team to build sustainable and award-winning homes and communities. Through passion and dedication, our employees work collectively to develop some of the largest and most complex projects within the Greater Toronto Area. We recognize our employees are the key to our success, and we invest in creating a meaningful employee experience and culture that promotes:

- Professional development opportunities
- A diverse and robust suite of benefits and perks
- Social and sustainable impact within our company and the communities we build, and much more.

As a Tridel employee, you contribute to our purpose and standard of excellence while building homes for people today and the generations of tomorrow.
The Blueprint
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.
Key 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.

The Architect of Your Success
- 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).
- 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.

Predictive Index® Behavioural Assessment
We appreciate your commitment to this process, as it plays a key role in ensuring a comprehensive evaluation of your suitability for the position.
Who We Are
Founded in 1934, Tridel is responsible for delivering over 90,000 homes to date, and we are proud to continue building not just our legacy but communities for years to come.
As a purpose-driven company guided by our ‘Built for Life®’ commitment, we create socially and environmentally responsible communities and invest in innovations that promote quality, sustainability, high performance in construction, social inclusion and cohesion, and community economic development. As an award-winning company, we are proud to be recognized as an industry leader for excellence in design and construction, green building, corporate social responsibility, diversity, equity and inclusion, customer service, and more.
Supporting Inclusion and Belonging
Tridel is committed to having a workforce that reflects the communities where we build, where everyone feels they belong, is physically and psychologically safe, and can reach their full potential. We embrace diversity while reinforcing equity and inclusion and are committed to building a team with a range of experiences and skills.