What are the responsibilities and job description for the IT Support Specialist position at Buckland?
Who we are
For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. Buckland employs a unique approach to global trade that focuses on combining trusted technologies and talented people that know how to use them. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and Warehousing/Distribution Services. Buckland strives to provide customized services in a memorable way.
Buckland is looking for an IT Support Specialist
What you’ll be doing
This position is responsible for following ITIL/ITSM best practices, to identify, resolve issues and deliver improvements. The IT Support Specialist will engage with lines of business and teams to prioritize and complete service requests and support incidents and internal and external OLA’s and SLAs are met. IT Support Specialist are involved in remote and onsite support, documentation, constructing reference material, and provide trainings as necessary.
What we can offer you
- Competitive salary, benefits package, and matching retirement plan
- A friendly, collaborative work environment
- Opportunities for professional development & ongoing learning
- A chance to be part of a growing organization
You will be responsible for
- Handle helpdesk requests from end users such as assisting with configuration, installation and maintenance of software, hardware, office equipment and telecommunications services via ticketing system, phone or in person.
- Installation, monitoring, maintenance, support, and optimization of Windows systems and review systems, testing, and deploying updates.
- Follow ITIL/ITSM best practices for incident management, problem management, and continuous service improvement.
- Taking team and staff needs and improving solutions through planning, designing, reviewing, and installing tasks.
- Creating detailed documentation of IT resources and processes and updating support documentation with all daily tasks and as the product support grows.
- Fulfil requests coming from team members, provide afterhours on-call support, and leads to ensure hardware, software and network are available 98 % of the time on a 24/7 basis, excluding scheduled downtime.
- Collaborate with other IT teams, vendors, and stakeholders to ensure seamless integration of support services and incident management processes.
- Good written and verbal communication skills.
- Apply your skills with Microsoft utilizing programs such as Excel, Word, Teams, and Outlook.
- Demonstrate your meticulous attention to detail by ensuring accuracy and decision making.
- Driven by results working in a fast paced environment.
- Maintain a well-organized calendar to balance meetings, tasks, and future initiatives.
- Provide exceptional customer support by addressing inquiries and resolving issues promptly and effectively.
What we need from you
- Computer Science degree or diploma or equivalent education and work experience.
- 2 years of relevant work experience in a technical support position.
- ITIL Foundations certification.
- Knowledge of ITSM processes, tools, and best practices.
- Networking fundamentals or proven networking certification.
- Microsoft 365, PowerShell scripting and Azure experience.
- Experience in the following:
- Virtual server technologies such as VMWare
- Cloud Infrastructure
- Microsoft Exchange online or equivalent cloud-based system
- Windows enterprise applications, Active Directory, IIS, file servers, etc.
- Microsoft SQL Server
- Desktop support for PC environment supporting Windows 10 / 11 and Microsoft Office suite
- Networking involving multiple platforms, Cisco/Nortel/HP/Dell/other vendors
- Excellent problem solving and decision-making skills.
- Strong verbal and written communications skills.
- Must be legally eligible to work for the Company at all times.
- Valid Passport and ability and desire to occasionally travel if required to other offices locations in Canada/USA/MX.
Want to apply? Get in touch today
Please visit www.Buckland.com to learn more about Buckland and the services we provide. The career page will highlight all current open positions and they can be found in this link. When applying, ensure to have your most up to date resume and all relevant documents related to your application ready to be uploaded.
Buckland provides equal employment opportunities for all qualified individuals and prohibits discrimination and harassment of any type based on any protected ground under applicable human rights legislation. This applies to all terms and conditions of employment, including recruitment, hiring, training, placement, promotion, compensation, transfer, leaves of absence, layoff, recall and termination.
Buckland may use artificial intelligence from time to time to screen, assess or select applicants for employment, including for this position.
Buckland will work with and accommodate persons with disabilities throughout the entire recruitment, selection, and on-boarding process. If you require accommodation at any stage of the recruitment process, please contact Talent Acquisition at TA@Buckland.com
