Specialist II, IT Technical Support

Requirements

• Education:
• College Diploma minimum
• Relevant IT certifications are an asset
• Knowledge:
• 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
• Some experience with physical installation of servers and network equipment would be an asset
• 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. Us

Benefits

Additional Information

Position Summary At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work. Did we catch your attention yet? If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun.... then please keep reading! Our Perks: - 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! Position Summary: 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. Role and Responsibilities Essential Duties and Responsibilities: Information Technology 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

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