IT Support Engineer

The IT Support Engineer is responsible for providing professional user support and excellent customer service to clients at the Samsung Toronto office. They serve as the first point of contact, answering incoming calls and resolving tier 1 and 2 requests using their expertise and a knowledge base tool. The engineer troubleshoots basic end user issues related to software applications, hardware, network, and telecommunications systems, while also escalating unresolved problems to the upper level support team. Additionally, they are responsible for maintaining system documentation, monitoring server and network equipment, managing assets, and assisting with various projects and administration tasks within the organization.

• Provide professional user support and excellent customer service to clients requiring technical assistance
• Respond to questions from all emails and callers in a timely manner
• Become familiar with helpdesk policies and services
• Understand and adopt fundamental operations of commonly used software, hardware, and other equipment
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
• Create and maintain system/process documentation, procedures, and policies
• Regular monitoring of server and network equipment availability
• Ensure proper vendors maintenance agreements are in place for production equipment
• Interact with Vendors and network providers to resolve problems
• Follow the Company acquisition process to acquire new hardware and software
• Interact on various projects, administration of policies and procedures with various parts of the organization
• Maintain server room equipment and environment
• Manage assets using asset management software
• Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance
• Prepare new hire hardware and required software
• Other duties as assigned by the IT Management and Directors of Research
• May be required to travel between Toronto and Montreal offices

• College Diploma minimum
• 4+ Years related experience preferred
• Applicable industry certifications such as CCNA, MCSA, MCITP, MCSE, CISSP would be an asset
• Microsoft Server (Active Directory, DNS, DHCP, DFS and SMTP)
• Microsoft Exchange and Office 365 configuration and maintenance
• Must have experience with the following:
• Windows 10/11, macOS, and Ubuntu Linux
• Virtualization software: VMware Deployment, Setup, Troubleshooting, Management, Vmotion, VMware Clustering, Shared Storage and Vcenter (ESXi6.7 to 7.x) and VSphere (6.7 to 7.x)
• Active Directory User and Computer management
• WSUS update management. Package Management system (SCCM)
• Physical Installation and Decommissioning of Network, Server and Desktop components
• Web filtering technology, endpoint security and data loss prevention.
• VOIP Phone system (Samsung VOIP Systems / Cisco)
• Video conference setup and support (Crestron / Polycom / Cisco)
• Knowledge of Overleaf, LaTeX and print-ready academic publication preparation
• Strong understanding of Internet Protocol, including subnetting, port management
• PC Image creation/deployment (SCCM)
• Understanding of network routing between intranet and external networks

• Professional user support and excellent customer service
• Opportunity to work with Samsung
• Familiarity with helpdesk policies and services
• Knowledge and adoption of commonly used software, hardware, and equipment
• Standard Service Desk operating procedures
• Creation and maintenance of system/process documentation, procedures, and policies
• Regular monitoring of server and network equipment availability
• Interaction with vendors and network providers to resolve problems
• Acquisition of new hardware and software following company process
• Involvement in various projects and administration of policies and procedures
• Maintenance of server room equipment and environment
• Asset management using asset management software
• Opportunity for travel between Toronto and Montreal offices
• Opportunity to work with Microsoft Server, Exchange, and Office 365
• Experience with Windows 10/11, macOS, and Ubuntu Linux
• Knowledge of virtualization software such as VMware
• Active Directory user and computer management
• WSUS update management and package management system
• Physical installation and decommissioning of network, server, and desktop components
• Familiarity with web filtering technology, endpoint security, and data loss prevention
• Experience with VOIP phone systems and video conference setup and support
• Knowledge of Overleaf, LaTeX, and print-ready academic publication preparation
• Strong understanding of Internet Protocol and network routing
• PC image creation/deployment using SCCM
• Experience providing remote support for remote offices and employees
• Friendly presence and helpful attitude
• Excellent oral and written communication skills