Specialist II, IT Technical Support (Mississauga)

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.

Key Responsibilities

• 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 email...