Specialist II, IT Technical Support

Mississauga, ON
$50,000 per year
Permanent
Full-time

2 days ago

Position SummaryAt 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 ResponsibilitiesEssential Duties and Responsibilities:Information TechnologyMaintain the highest level of customer service, being present and available to clients requiring technical assistanceAssign tasks to the Support Team using a ticketing systemProvide 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 escalationsRespond to questions from all emails and callersBecome familiar with each end-user and their respective applicationsLearn fundamental operations of commonly used software, hardware, and other equipmentLearn and follow all helpdesk policies and proceduresFamiliarize with the Systems, Network, Core Applications and each team in the IT DepartmentWork with HR to process employee status changesManage assets using asset management softwareConduct quarterly asset counts with IT and Finance teams to ensure corporate complianceManage purchasing of consumablesMaintain up-to-date vendor maintenance and warranty information for all Data Center EquipmentWork closely with vendors to establish pricing for projects and regular operational expensesEnsure vendor invoices are processed by accounts payable, and submit required documentationOnboard new vendors according to the Company vendor registration processOther duties as assigned by the SupervisorSkills and QualificationsRequirements:Education:College Diploma minimumRelevant IT certifications are an assetKnowledge:Ability to utilize the applications for Microsoft Office for support, reporting and documentationExcellent oral and written communication skills; ability to provide technical support in person and over the phoneInterpersonal skills and ability to work with others; professional demeanor, friendly presence and helpful attitudeGood 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 helpfulAbility 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 situationsAbility to work with or without direct supervisionSome experience with physical installation of servers and network equipment would be an assetSome experience with physical installation of servers and network equipment would be an assetExperience:5+ Years of related experienceExperience with the following IT systems and concepts:Windows 11Linux Server (RHEL, Ubuntu, CentOS, etc.)Microsoft Active DirectoryArticulate knowledge articles and SOPsPhysical installation and decommissioning of network, server, and desktop componentsWeb Filtering Technology (SSL Decryption)VOIP Phone system (Samsung VOIP Systems / Cisco)Remote Support for remote offices and employeesVideo conference setup and support (Polycom / Cisco)IP management & Network Access ControlPowerShell scriptingMS SharePointMS ExchangeMonitoring system and users. User account managementIT Asset ManagementStrong understanding of Internet Protocol, including subnetting, port managementWSUS update managementPC Image creation/deployment, Application Package Management system (SCCM)Understanding of network routing between intranet and external networks segregated by network firewalls and security devicesSupport and Management of Proprietary Systems, Applications and EquipmentSupport and Management of Mobile DevicesThe salary range for this role is expected to be between $50,000 to $70,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience.The total rewards package for a Regular Full-Time employee may include savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.Samsung is an equal employment opportunity employer.Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.Please note that we reserve the right to remove or modify job postings at any time.#LI-DJ1#LI-Onsite#INDM

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