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IT Support Specialist - 1 year contract

IT Support Specialist - 1 year contract

AdGear (belonging to the Samsung Ads business), is an advanced Advertising Technology Company located in the heart of downtown Montreal. AdGear/Samsung Ads focuses on enabling brands to connect with Samsung TV audiences as they are exposed to digital media across all devices. Being part of an international company such as Samsung and doing business around the world means that we get to work on big complex projects with stakeholders and teams located around the globe. 

Samsung Ads is an advanced advertising platform where advertisers find and connect with audiences across over 100M Samsung Households around the world. Samsung Ads delivers high-quality audience targeting powered by three key components: first-party audience data at scale, world-class data science, and brand-safe cross-device ad inventory. Using our data, insights, and scale, we help advertisers reach consumers across CTV, our native apps, mobile and desktop. With Samsung Ads, advertisers can buy the way they want, reach who they need, and prove business results.

Our purpose is to deliver unparalleled results for our customers. By using the industry’s most comprehensive data to build the world’s smartest connected audience platform, Samsung Ads is uniquely positioned to transform the advertising landscape. We deliver on Samsung Electronics’ 51-year commitment to excellence through smart, easy, effective advertising solutions to make advanced video advertising work.

 

What you’ll do

The candidate ​will be joining the AdGear Montreal office IT team to support the needs of its growing 200+ user base. Based locally but working closely with the Global Samsung IT Team, the IT Support Specialist will be the main point of contact locally on all IT Desktop Support related areas.

The chosen individual will have exceptional troubleshooting, customer service and communication skills and will be supporting a hybrid MS Windows/Mac user base. The individual will apply and maintain policies both technical and operational. The ideal candidate will have previous experience working closely with End-users from different departments in the organization (Account Services, Engineering, Operations, etc.)

In this position, the chosen candidate is expected to have a hands-on, problem-solving approach to managing and troubleshooting environments, and a friendly human-facing side to communicate and manage staff expectations. It is also expected that the individual is able to contribute to medium/long term foundational projects along with day-to-day operational support.

 

KEY RESPONSIBILITIES

  • Under supervision of the Director of Operations, and with guidance from the Senior IT Support Specialist, engage all levels of local internal customers within the office to support identification and resolution of IT issues with existing and potential hardware and software environments
  • Provide level 1 & level 2 IT support to the users. Leading investigations/troubleshooting when a problem does not yet have known mitigations or solutions, including hardware, software or configuration issues. Identifying network issues and escalating to the Senior IT Support Specialist
  • Liaise with the Global Samsung IT Team in the troubleshooting and remediation of local issues as well for collaborating on standard work processes and tools across teams (bring their best practices and policies to AdGear, as well as representing AdGear’s needs back upstream)
  • Answers technical support requests and proceeds with incidents resolutions;
  • Supports the Senior IT Support Specialist on the IT-side of user equipment lifecycle, including on-boarding and upgrades
  • Contribute to implementing formalized processes to help ongoing and future IT team operations
  • Support add/move/change requests - including desktops/laptops, printers, and other peripherals
  • IT/Operation, inventory tracking and management;
  • Provides preventive and corrective maintenance of workstation and software programs;
  • Assist the Operations team for various tasks that could include transporting and lifting monitors or equipment that weigh up to 15lbs.

 

REQUIRED SKILLS AND/OR EXPERIENCE

  • 2-3 years of experience in a similar role
  • Strong technical knowledge of MS Windows 7/8/10 and Mac OSX
  • Solid experience in PC and MAC hardware/software installations and issue resolutions
  • Nice to have: Linux usage/admin experience
  • Demonstrated experience with WiFi networks
  • Solid working experience in installing and integrating new hardware
  • Active Directory management experience
  • Strong experience in troubleshooting and debugging IT systems
  • A "can-do" attitude and comfortable managing competing priorities 
  • Customer satisfaction
  • Demonstrated ability to prioritize tasks and resolve problems in a timely manner
  • A strong sense of responsibility and initiative and an ability to complete tasks accurately
  • Ability to work in a team environment and independently
  • Attention to details and rigor in execution
  • Excellent communication skills in English & French, verbal and written

The candidate should thrive in a fast-paced and dynamic environment and effectively handle working across different teams and priorities. The candidate should have an entrepreneurial mind-set, taking ownership in creating opportunities, aligning to the yearly plan but also being flexible to take advantage of new opportunities.

If you're interested in joining a rapidly growing team working to build an outstanding, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place.

 

About our culture…

We are proud to have built a world-class organization, grounded in an entrepreneurial and collaborative spirit. Working at Samsung Ads offers one of the best environments in the industry to learn just how fast you can grow, how much you can achieve, and how good you can be. We thrive on problem-solving, breaking new ground, and enjoying every part of the journey

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