IT Support Specialist (St Thomas Office)

Buckland; Canada; Remote; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive salary and benefits

Retirement plan matching

Professional development

Job summary

Buckland is seeking an IT Support Specialist for the St Thomas Office to resolve issues, implement improvements, and adhere to ITIL/ITSM practices. The role covers remote and onsite support, documentation, and user trainings in a collaborative environment.

Ideal candidates have a CS degree, 2+ years in technical support, ITIL certification, and strong knowledge of Windows, AD, Exchange, and VMware. Travel to CAD/USA/MEX may be required. On-site position with competitive salary and benefits.

Qualifications

• 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 with Virtual server technologies such as VMWare, Cloud Infrastructure, Microsoft Exchange online or equivalent cloud-based system.
• Experience with Windows enterprise applications, Active Directory, IIS, file servers, etc.
• Experience in 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 communication skills.
• Must be legally eligible to work for the Company at all times.
• Valid Passport ability to occasionally travel if required to other offices locations in CAD/USA/MEX.

Responsibilities

• Field incoming helpdesk requests from end users via ticketing system, phone or in person.
• Installation, monitoring, maintenance, support, and optimization of Windows systems.
• Assist with configuration, installation and maintenance of software, hardware, and telecommunications services such as: computers, software 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.
• Taking team and staff needs and improving solutions through planning, design, review, and installation 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 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.
• Provide afterhours on-call support as required.
• Other responsibilities as assigned.

Skills

Helpdesk support

ITIL Foundations

Networking basics

Windows troubleshooting

Verbal communication

Education

Computer Science degree/diploma

Tools

Microsoft 365

PowerShell

Azure

VMware

Exchange Online

Job description

Buckland is looking for an IT Support Specialist (St Thomas Office)

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
• Compensation range: $55,000– $65,000 annually (subject to experience)
• A friendly, collaborative work environment
• Opportunities for professional development & ongoing learning
• A chance to be part of a growing organization
• On-site position

Key Responsibilities

• Field incoming helpdesk requests from end users via ticketing system, phone or in person.
• Installation, monitoring, maintenance, support, and optimization of Windows systems.
• Assist with configuration, installation and maintenance of software, hardware, and telecommunications services such as: computers, software 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.
• Taking team and staff needs and improving solutions through planning, design, review, and installation 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 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.
• Provide afterhours on-call support as required.
• Other responsibilities as assigned.

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 with Virtual server technologies such as VMWare, Cloud Infrastructure, Microsoft Exchange online or equivalent cloud-based system.
• Experience with Windows enterprise applications, Active Directory, IIS, file servers, etc.
• Experience in 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 communication skills.
• Must be legally eligible to work for the Company at all times.
• Valid Passport ability to occasionally travel if required to other offices locations in CAD/USA/MEX.