Specialist II, IT Technical Support

Position Summary

Position Summary:

The Specialist, IT Technical Support is the first point of contact for employees at Samsung Electronics Canada. The incumbent provides high‑quality customer service, answers incoming calls, tracks all information in a ticketing system, uses a knowledge base tool, and resolves tier1 and tier2 requests in a timely manner. Unresolved issues are escalated to the appropriate tier3 support team. Additionally, the Specialist troubleshoots end‑user issues on software applications, hardware, network, and telecommunications systems, providing basic technical support.

• Maintain the highest level of customer service, being present and available to clients requesting technical assistance.
• Assign tasks to the Support Team using a ticketing system.
• Provide training to team members on new and existing systems to enhance efficiency and reduce escalations.
• Respond to questions from 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 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.
• 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.

• Education:
  
  College Diploma minimum; relevant IT certifications are an asset.
• Experience:
  
  5+ years of related experience.
• Knowledge &
  
  Experience:
  
  Windows
  11, Linux Server (RHEL, Ubuntu, CentOS), Microsoft Active Directory; ability to 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 / Cisco); remote support for remote offices and employees; video conference setup and support (Polycom / Cisco); IP management & network access control.
• Technical
  
  Skills:
  
  Power Shell 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 (SCCM); network routing between intranet and external networks; support and management of proprietary systems, applications, and equipment; support and management of mobile devices.
• Soft Skills:
  
  Excellent oral and written communication, interpersonal skills, professional demeanor, friendly presence, helpful attitude; good problem solving and creative thinking; ability to multitask, remain productive during fluctuating workloads, and exercise patience and professionalism during stressful situations; ability to work with or without direct supervision.

Salary Range: $50,000 to $70,000 (base salary only; actual pay determined by multiple factors). Benefits include RRSP/TFSA contribution matching, extended health and dental benefits with spending accounts, wellness and well‑being benefits, development opportunities, and additional employee perks such as discounted Samsung products, free on‑site gym, subsidized cafeteria (free Starbucks coffee/latte machine), tuition reimbursement, Samsung U 24/7 online learning, Employee Referral program, Virtual Pet Care, and additional Well‑Being Days.

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 a disability or medical need, let us know when selected to participate in the recruitment process so that reasonable arrangements can be made.