Position Summary
Do you believe in the power of technology to help shape a brighter future and a stronger global community? Are you inspired by the possibilities? Are innovation, camaraderie, and the pursuit of excellence part of your innate drive? Then you've got what it takes to succeed at Samsung.
We have multiple positions open for talented Escalations Engineers to join our global Customer Operations team! Our Escalations Engineers strive to maintain customer satisfaction by providing prompt and effective support for our B2B product customers. The ideal candidate is a keen learner who enjoys being a Subject Matter Expert, passionately advocates on behalf of customers, and applies expertise to resolve B2B customer escalations.
If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada, then please keep reading!
What We Offer:
- Hybrid work (currently 100% remote)
- Competitive Salary
- RRSP Matching
- Employer Paid Flexible Health Coverage (from day one)
- Employee Purchase Program – discounts!
- Professional Development Opportunities
- Free onsite gym, showers and bike storage room
- Employee Referral Program – we want great talent like you!
Role and Responsibilities
- Support Samsung’s B2B products through a web-based ticketing system, and if required, additional phone support for more advanced troubleshooting
- Set up the required infrastructure to reproduce customer environments
- Track, replicate, and troubleshoot escalated issues with the collaboration of the support and engineering teams
- Drive resolution for time-sensitive issues on behalf of B2B customers and partners
- Work closely with R&D teams for product enhancements
- Update the knowledge base and participate in regular discussions to facilitate knowledge transfer to customers and support teams
- Develop new tools to enhance internal efficiency and productivity.
Skills and Qualifications
- Bachelor’s Degree in Computer Science, Engineering, or Information Technology
- 3+ years of escalation level technical support or system administration experience with enterprise software
- Strong knowledge and experience with one or more of the following:
- Windows Server, DNS and Active Directory
- Microsoft System Center Configuration Manager (SCCM)
- Exchange Server and Office 365
- Public Key Infrastructure (PKI)
- Firewall and VPN (Cisco ASA and Pulse Secure)
- Mobile Device Management (MDM) configuration for Blackberry, AirWatch, or Mobile Iron
- Experience in troubleshooting protocols, such as, HTTP, SMTP, DNS and DHCP
- Experience working with remote teams and driving resolution for issues that require multiple teams working together
- Exceptional customer service skills in supporting highly complex technical issues
- Excellent written and verbal communication skills.
Samsung is an equal employment opportunity employer. We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.
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