IT Experience Specialist

About the role

The IT Experience Specialist provides first‑line technical support and delivers an exceptional customer experience for Tridel’s employees, consultants and VIP users. Working in a hybrid model (minimum three days onsite), the role bridges Level 1 and Level 2 support while ensuring issues are resolved efficiently.

Key responsibilities

• Deliver superior customer service by managing tickets from opening to resolution and exceeding expectations.
• Provide end‑to‑end support for VIP users, handling escalations and ensuring timely resolutions.
• Act as the liaison between Level 1 and Level 2 support, escalating complex issues as needed.
• Perform in‑person troubleshooting for hardware, software, mobile devices, phones, copiers and other technology.
• Open, monitor, dispatch and resolve tickets within defined service‑level targets.
• Document all actions in the service‑desk system and update operational procedures when appropriate.
• Coordinate with third‑party vendors and other IT teams to resolve incidents.
• Assist with employee onboarding/offboarding and deployment of new technology solutions.

Required profile

• College diploma or university degree in Computer Science, Information Technology or a related field.
• Strong customer‑service orientation with the ability to communicate technical information clearly.
• Experience handling service‑desk tickets and providing on‑site technical assistance.
• Ability to work collaboratively across multiple IT support levels.

Required skills

• Proficiency with Office 365 suite.
• Experience troubleshooting hardware, software and mobile devices (smartphones, tablets).
• Familiarity with ticketing/ITSM platforms.
• Knowledge of phone systems, copiers and peripheral devices.

What we offer

• Hybrid work arrangement (minimum three days onsite).
• Professional development opportunities and career growth.
• Comprehensive benefits and perks package.
• Engagement in socially responsible projects within the Greater Toronto Area.