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 3^rd 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.

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).
• Knowledge of various remote-control applications (ex. TeamViewer)
• 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

As you move forward with your application for a position at Deltera, we’d like to highlight a crucial step in our hiring process. Alongside submitting your resume using the “Apply” button below, we kindly request that applicants set aside 5-10 uninterrupted minutes to complete the Predictive Index® Behavioural Assessment. It’s important to note that this assessment isn’t designed to measure intelligence, education, or experience. Instead, it focuses on understanding your unique work and communication needs.

To initiate this step, kindly access the assessment through the following link: https://assessment.predictiveindex.com/bo/7FG6/ITExperienceSpecialist.

We appreciate your commitment to this process, as it plays a key role in ensuring a comprehensive evaluation of your suitability for the position.