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.

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
• 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
• Additional Well Being Days for better work life-balance

Role and Responsibilities

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 problems/issues/requests to the upper-level support team. Troubleshooting end user issues on various software applications, hardware, network, and telecommunications systems, and providing basic desktop support.

Essential Duties and Responsibilities:

• Primary responsibility is user support and customer service.
• 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.
• 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 consumables 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 Microsoft Office applications for support, reporting, and documentation.
• Excellent oral and written communication skills.
• Good problem-solving skills.
• Ability to handle constantly changing flow of traffic.
• 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.
• Microsoft Active Directory.
• WSUS update management.
• Physical Installation and Decommissioning of Network, Server and Desktop components.
• Remote Support for remote offices and employees.
• Auditing, documenting and applying latest OS security practices.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place for job applicants with disabilities.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.