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IT Support Specialist

IT Support Specialist

AdGear (belonging to the Samsung Ads business), is an Advertising Technology Company located in the heart of Old Montreal. AdGear focuses on enabling brands to connect with Samsung TV audiences as they are exposed to digital media across all devices. Being part of a global 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.

What you’ll do

The candidate ​will be joining the AdGear Montreal office IT team to support the needs of its growing 100+ 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 the expert at supporting a hybrid MS Windows/Mac user base​ of a growing team of more than 100 members. 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.

RESPONSIBILITIES

  • Under supervision of the Head 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;
  • Liaise with vendors for IT procurement needs
  • 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;

REQUIRED SKILLS AND/OR EXPERIENCE

  • 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

GENERAL SKILLS

  • Good communication skills and capacity/willingness to work in a multi-teams environment.
  • Be resourceful, inventive and passionate about Internet technologies.
  • Demonstrated ability to learn quickly;
  • A "can-do" attitude and comfortable managing competing priorities to achieve a high level of
  • customer satisfaction
  • Demonstrated ability to prioritize tasks and resolve problems in a timely manner;
  • Ability to work autonomously, multi-task and work in a fast-paced environment;
  • Strong attention to detail;
  • A strong sense of responsibility and initiative and an ability to complete tasks accurately
  • Ability to work in a team environment and independently
  • Excellent communication skills in English & French, verbal and written.

What’s in it for you?

  • Great choice of snacks and drinks in the office available daily
  • Board games and Ping-Pong
  • Company outings, roasts, and many more interesting things
  • Yoga in the office once a week
  • Referral bonus
  • Perkopolis website with great rebates, coupons and promotions.
  • Amazing discounts through Samsung Employee Discounts website
  • 100% Company-paid comprehensive extended health & dental coverage
  • Travel, Life, and Short/Long term disability Insurance
  • Group RRSP Matching Program up to 5%
  • Group TFSA Program
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