IT Support Specialist

Socket.dev; Laredo (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development

Job summary

Buckland is seeking an IT Support Specialist to deliver desktop and server support, follow ITIL/ITSM practices, and improve service delivery. The role involves remote and on-site support, documentation, and training as needed.

The candidate should have a Computer Science degree or equivalent, 2+ years in technical support, ITIL Foundations, and strong knowledge of Microsoft 365, PowerShell, and Azure. Travel to CAD/USA/MEX offices may be required.

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 in VMware, Cloud Infrastructure, Microsoft Exchange Online, Windows enterprise applications, Active Directory, IIS, file servers, etc.
• Desktop support for Windows 10/11 and Microsoft Office suite.
• Willingness to travel and ability to obtain Passport as needed.

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.
• Participate in reviewing systems, testing, and deploying updates.
• Follow ITIL/ITSM best practices for incident management, problem management, and continuous service improvement.
• Create detailed documentation of IT resources and processes and update support documentation as product support grows.
• Ensure hardware, software and network availability 24/7, excluding scheduled downtime.
• Collaborate with other IT teams, vendors and stakeholders for seamless integration of support services.
• Provide afterhours on-call support as required.
• Perform other duties as assigned.

Skills

ITIL Foundations

ITSM knowledge

Networking fundamentals

Microsoft 365

PowerShell scripting

Azure

VMware

Exchange Online

Active Directory

IIS

SQL Server

Windows 10/11 support

Education

Computer Science degree or diploma or equivalent

Tools

VMware

Azure

Exchange Online

Active Directory

IIS

SQL Server

Job description

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 anIT 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

• 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 certificationn.
• 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.
• Ability to communicate in Spanish is considered an asset.
• Willingness to work an afternoon shift for 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.
• 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.

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. Applicants do not require CAD or USA work experience but for some positions may require CAD or USA standard regulations knowledge and experience. 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 [e-mail]