Service Coordinator II – IT & Audio Visual Support TLD Richmond, BC Regular Part-Time (Minimum 1,456 hours/year; up to 40 hours/week)

About TLD TLD, a division of London Drugs, is a trusted provider of integrated IT and Audio Visual (AV) technology solutions across Western Canada. For more than 40 years, we’ve supported organizations with end‑to‑end technology services — from procurement and design to implementation, monitoring, and ongoing support.

Our team includes specialists in sales, engineering, project management, service coordination, logistics, and technical operations. We put people first — our clients, our partners, and our team — and that commitment drives every interaction.

Why Join Us At TLD, you’re stepping into more than a job — you’re joining a collaborative community uilt on partnership, innovation, and long‑term relationships. As part of the London Drugs family, you’ll experience a supportive environment, opportunities to grow, and a culture that values integrity, learning, and exceptional service.

About The Role The Service Coordinator II is a key member of our Help Desk team and the primary point of contact for customers requiring technical service. This role blends service coordination , first‑level technical support , and administrative accuracy to ensure smooth, timely, and professional service delivery.

You’ll work closely with internal teams and external contractors to schedule resources, manage service tickets, support troubleshooting, and maintain clear communication with clients. This position is ideal for someone who enjoys problem‑solving, thrives in a fast‑paced team environment, and brings strong IT/AV knowledge.

What You’ll Do

• Coordinate service operations across IT and AV projects, including scheduling, parts procurement, and resource allocation.
• Provide Level 1 technical support: assess issues, troubleshoot, resolve when possible, and escalate with complete documentation.
• Maintain accurate and timely service ticket records.
• Monitor Remote Monitoring and Management (RMM) tools and respond to alerts.
• Support administrative tasks such as reporting, billing, and client agreement setup.
• Assist with month‑end activities and help train new team members.
• Contribute to continuous improvement initiatives within the Help Desk and broader team.
• Perform additional duties as assigned.

What You Bring

• Experience in a Help Desk, service coordination, or technical support role.
• Background in IT or Audio Visual Systems (AVS) — sales or technician experience is an asset.
• Strong understanding of computers, networks, and AV equipment (displays, projectors, speakers).
• Excellent communication skills across phone, email, and documentation.
• High attention to detail, strong organizational skills, and the ability to manage multiple priorities.
• Problem‑solving mindset with a calm, professional approach under pressure.
• Reliable, collaborative, and committed to delivering exceptional service.
• Familiarity with ticketing systems and RMM tools.
• Certifications in Microsoft technologies (Windows OS, Server, Office 365, Networking) are an asset.

Who You Are

• Solution‑oriented and proactive.
• Passionate about service excellence and continuous improvement.
• Honest, caring, and committed to doing great work.
• Self‑motivated, adaptable, and eager to learn.
• A team‑focused contributor with high integrity.

What We Offer

• Competitive compensation based on experience.
• Opportunities for advancement through our promote‑from‑within philosophy.
• Comprehensive benefits package, including medical, dental, vision, and prescription coverage.
• Employee Discount Program.
• Ongoing in‑house training and education opportunities.
• Employee Family Assistance Program.
• Employee Recognition Program.
• A supportive, people‑first culture where your contributions matter.

Schedule Employees will be scheduled 32-40 hours per week depending on business needs and will typically work Monday to Friday 8:30-5:00pm.

Why Join TLD

• Comprehensive medical, dental, vision, and prescription coverage for you and your family
• London Drugs Employee Discount Program
• Ongoing in‑house training, certifications, and professional development
• Employee Family Assistance Program (confidential support)
• A people‑first culture that values teamwork, growth, and meaningful impact
• Opportunities for advancement through our promote‑from‑within philosophy

Apply Today If you’re passionate about technology, motivated by building strong client relationships, and excited to join a collaborative team of professionals, we’d love to hear from you.

TLD is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

TLD may collect and use the personal information you provide during the recruitment process for the purpose of assessing your application and establishing, managing, or concluding an employment relationship. This may include contacting references or verifying information related to your candidacy.

We do not work with third‑party recruitment agencies. To protect yourself, please avoid responding to unsolicited job offers or sharing sensitive personal or financial information with unverified individuals or websites.