IT Support Specialist, Senior

Buckland is looking for a IT Support Specialist, Senior

What you’ll be doing

This position is responsible for delivering high-quality helpdesk support to both onsite and remote employees. You will leverage your expertise to troubleshoot and resolve complex technical issues while maintaining a focus on proactive solutions and continuous improvement. This position requires a strong understanding of ITIL/ITSM best practices, ensuring service requests and incidents are resolved efficiently and within established OLAs and SLAs.

In addition to advanced technical support, you will optimize IT systems and processes, develop documentation and training resources, and mentor team members to enhance the overall performance of the IT support function. Experience supporting warehouse operations and systems, including inventory management and logistics software, would be considered an asset, contributing to seamless operations in a fast-paced environment.

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

• Serve as the senior escalation point for technical support, resolving complex issues across hardware, software, and network environments, responding and prioritizing helpdesk requests for both onsite and remote users via ticketing system, phone, and in-person ensuring timely and accurate resolution.
• Install, monitor, maintain, and optimize Windows systems and configure and maintain essential IT equipment, including desktops, laptops, printers, phones, and peripheral devices.
• Collaborate with lines of business (LOB’s) to identify opportunities for process improvements and facilitate the implementation of new systems, features, or updates.
• Develop and maintain comprehensive documentation for IT resources, processes, and troubleshooting procedures
• Lead training sessions and workshops for end users and mentor and support junior IT staff.
• Advocate for and implement ITIL/ITSM best practices in incident, problem, and change management processes.
• Provide after-hours support as needed to ensure critical IT systems remain operational during emergencies or high-priority incidents.
• Fulfil requests coming from team members and leads to ensure hardware, software and network are available 98+% of the time on a 24/7 basis, excluding scheduled downtime
• Above average written and verbal communication skills.
• Showcase your skills with Microsoft utilizing programs such as Excel, Word, Teams, and Outlook.
• Identify potential challenges/risks and solve problems efficiently or work with Leaders for a solution.
• Foster a fast-paced culture leading by example in terms of accountability and continuous improvement within the team.
• Effectively prioritize and manage the team multiple and personal tasks to meet KPI's and deadlines.
• To provide the highest level of customer service by leading and mentoring, fostering a positive and productive work environment and resolving escalated issues as needed.

Leadership Responsibilities

• N/A

 What we need from you

• Computer Science degree or diploma
• ITIL Foundations certification (advanced ITIL certifications preferred).
• Networking fundamentals or relevant certifications (e.g., CompTIA Network+, Cisco CCNA)
• Minimum 5 years of experience in technical support roles, with a focus on helpdesk support for both onsite and remote employees.
• Experience handling complex technical escalations and resolving issues in high-pressure environments.
• Experience supporting warehouse operations, including inventory management systems, logistics software, and hardware such as handheld scanners and label printers, would be an asset.
• Strong knowledge of ITSM processes, tools, and best practices.
• Expertise in Microsoft 365, including troubleshooting and administration.
• Hands-on experience with virtual server technologies (e.g., VMware) would be an asset.
• Introductory proficiency in Windows enterprise applications, Active Directory, IIS, and file servers.
• Strong understanding of networking and connectivity across platforms, especially client VPN setup.
• Experience providing desktop support for Windows 10/11 and Microsoft Office suite in a corporate environment.
• Excellent problem solving and decision-making skills
• Strong verbal and written communication 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 CAD/USA/MEX.