Senior Specialist I, IT Support

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
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Additional Well Being Days for better work life-balance!
The IT Support Sr. Specialist is the first point of contact for employees at Samsung Electronics Canada. While providing the highest level of customer service, the IT Support Specialist 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. This position requires escalation of unresolved problem/issues/requests to the upper-level support team. Troubleshooting end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Role and Responsibilities

Essential Duties and Responsibilities:

Information Technology

• Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance
• Respond to questions from all emails and callers
• Become familiar with each client and their respective applications
• Learn fundamental operations of commonly used software, hardware, and other equipment
• Become familiar with helpdesk policies and services
• Become familiar with the Systems, Network, Core Applications and each team in the IT Department
• Maintain server room equipment and environment
• 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 consumable needed for the office
• Prepare new hire hardware and required software
• Other duties as assigned by the Network and Infra Operations Sr. Manager and IT Director

Skills and Qualifications

Education:

• College Diploma minimum
• Required A+ Certification completed in the past 3 years

Knowledge:

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
• 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 or remotely accessing HW
• 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

Experience:

• 4+ Years related experience preferred

Experience with the following is an asset:

• Windows 10/11
• Virtualization software: VMware Deployment, Setup, Troubleshooting, Management, Vmotion, VMware Clustering, Shared Storage and Vcenter (7.x and up) and VSphere (7.x and up)
• Microsoft Active Directory
• WSUS update management. Application Package Management system (SCCM)
• Articulate knowledge articles and SOPs (multilevel training documents for users and technicians)
• 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)
• Auditing, documenting and applying latest OS security practices
• 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
• PC Image creation/deployment (SCCM)
• Understanding of network routing between intranet and external networks segregated by network firewalls and security devices
• Support and Management of Propriety Systems, Applications and Equipment
• Support and Management of Mobile Devices
• Learns to use professional concepts. Applies company policies and procedures to resolve routine issues
• Works on problems of limited scope. Follows standard practices and procedures
• Normally receives detailed instructions on all work
• Typical entry point for university graduates

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.

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