Specialist II, IT Technical Support

Samsung Electronics•Mississauga, ON

2d•CA$50,000 - CA$70,000•Onsite

About The Position

The Specialist, IT Technical Support is the first point of contact for employees at Samsung Electronics Canada. While providing the highest level of customer service, the incumbent answers incoming calls, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 and 2 requests in a timely fashion. The Technical Support Specialist escalates unresolved problem/issues/requests to the proper tier 3 support team. Troubleshooting end- user issues on various software applications, hardware, network and telecommunications systems and provide basic technical support.

Requirements

College Diploma minimum
Relevant IT certifications are an asset
Ability to utilize the applications for Microsoft Office for support, reporting and documentation
Excellent oral and written communication skills; ability to provide technical support in person and over the phone
Interpersonal skills and ability to work with others; professional demeanor, friendly presence and helpful attitude
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it; Ability to think around problems and come up with creative solutions is helpful
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Ability to work with or without direct supervision
5+ Years of related experience
Experience with the following IT systems and concepts: Windows 11
Linux Server (RHEL, Ubuntu, CentOS, etc.)
Microsoft Active Directory
Articulate knowledge articles and SOPs
Physical installation and decommissioning of network, server, and desktop components
Web Filtering Technology (SSL Decryption)
VOIP Phone system (Samsung VOIP Systems / Cisco)
Remote Support for remote offices and employees
Video conference setup and support (Polycom / Cisco)
IP management & Network Access Control
PowerShell scripting
MS SharePoint
MS Exchange
Monitoring system and users.
User account management
IT Asset Management
Strong understanding of Internet Protocol, including subnetting, port management
WSUS update management
PC Image creation/deployment, Application Package Management system (SCCM)
Understanding of network routing between intranet and external networks segregated by network firewalls and security devices
Support and Management of Proprietary Systems, Applications and Equipment
Support and Management of Mobile Devices

Nice To Haves

Some experience with physical installation of servers and network equipment would be an asset

Responsibilities

Maintain the highest level of customer service, being present and available to clients requiring technical assistance
Assign tasks to the Support Team using a ticketing system
Provide training to the team members on new and existing systems to enhance efficiency to resolve problems by tier 1 and 2 level and reduce the number of escalations
Respond to questions from all emails and callers
Become familiar with each end-user and their respective applications
Learn fundamental operations of commonly used software, hardware, and other equipment
Learn and follow all helpdesk policies and procedures
Familiarize with the Systems, Network, Core Applications and each team in the IT Department
Work with HR to process employee status changes
Manage assets using asset management software
Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance
Manage purchasing of consumables
Maintain up-to-date vendor maintenance and warranty information for all Data Center Equipment
Work closely with vendors to establish pricing for projects and regular operational expenses
Ensure vendor invoices are processed by accounts payable, and submit required documentation
Onboard new vendors according to the Company vendor registration process
Other duties as assigned by the Supervisor

Benefits

Fantastic employee discount on all Samsung products
Competitive Salary
Employer paid Medical and Dental coverage from day one
Group RRSP plan that helps you save for the future
Free on-site gym to get your sweat on
Subsidized Cafeteria; including free Starbucks coffee/latte machine
Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
Employee Referral program- we want great talent like you!
Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
Additional Well Being Days for better work life-balance!
savings matching (RRSP/TFSA/NRSP)
extended health and dental benefits with spending accounts
wellness and well-being benefits
development opportunities
other employee perks