. Troubleshooting customer’s problems by understanding the customer’s point of view, identifying a problem, finding a solution and fixing the problem Utilization, maintenance, and development of our internal virtualization environment in order to simulate or reproduce customer reported incidents, proof-of-concepts, pilots, demos Knowledge content creation through testing or troubleshooting customer reported incidents. Knowledge management and sharing with proof-of-concepts, pilots, demos Delivery of remote troubleshooting, technical incident investigation for Samsung subsidiaries, partners, and customers. Creation of the executive-level summaries of the service Collaboration with R&D teams for deep issue investigation and knowledge transfer Provision of feedback and insight to internal B2B teams for further development of the service Keeping up-to-date and consistent level of knowledge of IT/Mobile technologies by self-study, attending internal/external workshops, 3rd party certifications Training, monitoring, and performance assessment of new team members hired for expansion of the service

. Enterprise level experience of work with networks, storage, servers, and relevant configuration Knowledge and experience with Microsoft Windows Server, Active Directory, and Exchange mail systems (administration and troubleshooting) Technical certifications such as MCP (Microsoft Certified Professional), MCSE (Microsoft Certified Solutions Expert), MCITP (Microsoft Certified IT Professional) or CCNA (Cisco Certified Network Associate) - strong advantage Knowledge and experience with network services administration (DNS, DHCP, TCP/IP, VPN, firewalls, routers) Knowledge and experience with Mobile OS and MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, Good Technology, KNOX) Experience with analysis of logs from mobile devices (Android, iOS, BlackBerry, Windows Mobile) – strong advantage Experience with case management tools is preferred (Salesforce, Siebel, etc) Demonstrated strong customer service and troubleshooting skills Exposure to and understanding of virtualization, database, and data center administration and management Ability to work independently or in teams and manage multiple assignments simultaneously Excellent analytical and problem solving skills Professional fluency in English Fluency in other languages (Chinese, Filipino, Thai, Vietnamese, etc.) - strong advantage Strong written, verbal and written communication skills Must be flexible to work in shifts and on call basis to support our business hours from 06 AM to 07 PM • Generally requires a bachelor's degree with a minimum 2 years related experience, or advanced degree without experience * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.