The Specialist, IT Technical Support is the first point of contact for employees at Samsung Electronics Canada. The role provides high level customer service, answers incoming calls, tracks information in a ticket tracking system, uses knowledge base tools to resolve tier 1 and 2 requests, and escalates unresolved issues to tier 3 support. The specialist troubleshoots end‑user issues on a variety of software applications, hardware, network and telecommunications systems and provides basic technical support.