IT Support Specialist

About the role

Buckland has been helping companies worldwide experience global trade for over 70 years. The company combines trusted technologies with talented people to deliver Customs Brokerage, Trade Managed Solutions, Freight Forwarding, Trade Technologies, and Warehousing/Distribution Services. Buckland is seeking an IT Support Specialist to follow ITIL/ITSM best practices, identify and resolve issues, and deliver continuous improvements while supporting internal and external service level agreements.

Responsibilities

• Field incoming helpdesk requests from end users via ticketing system, phone, or in person.
• Install, monitor, maintain, support, and optimize Windows systems.
• Configure, install, and maintain software, hardware, and telecommunications services (computers, applications, printers, telephones, servers, and general office equipment).
• Participate in reviewing systems, testing, and deploying updates.
• Follow ITIL/ITSM best practices for incident management, problem management, and continuous service improvement.
• Plan, design, review, and execute installation tasks to meet team and staff needs.
• Create detailed documentation of IT resources and processes; keep support documentation up to date.
• Fulfil requests to ensure hardware, software, and network availability 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.
• Provide after‑hours on‑call support as required.
• Other responsibilities as assigned.

Requirements

• Computer Science degree or diploma, or equivalent education and work experience.
• 2 + years of relevant experience in a technical support position.
• ITIL Foundations certification.
• Knowledge of ITSM processes, tools, and best practices.
• Networking fundamentals or a proven networking certification.
• Experience with Microsoft 365, PowerShell scripting, and Azure.
• Experience with virtual server technologies (e.g., VMware), cloud infrastructure, Microsoft Exchange Online or equivalent cloud‑based system, Windows enterprise applications, Active Directory, IIS, file servers, and Microsoft SQL Server.
• Desktop support for Windows 10/11 and Microsoft Office suite.
• Networking experience across multiple platforms (Cisco, Nortel, HP, Dell, etc.).
• Ability to communicate in Spanish (asset).
• Willingness to work an afternoon shift one week per month to support critical business operations.
• Excellent problem‑solving and decision‑making skills.
• Strong verbal and written communication skills.
• Ability to work independently.
• Legal eligibility to work for the company at all times.
• Valid passport and ability to travel occasionally to offices in Canada, the USA, or Mexico.

Benefits

• Competitive salary, benefits package, and matching retirement plan.
• A friendly, collaborative work environment.
• Opportunities for professional development and ongoing learning.
• Chance to be part of a growing organization.

Schedule

• Standard shift with occasional requirement to work an afternoon shift one week per month.
• After‑hours on‑call support as needed.