Technical Support Specialist

3 weeks ago

Vancouver, Canada T-Net British Columbia Full time

As a valued member of our client's Support Team, you will be their face and voice through your knowledge, charisma and dedication. You will help ensure our client's email and archiving environments are running smoothly. This role puts you in the front seat with new challenges to conquer each and every day, allowing your troubleshooting and creative problem solving skills to truly shine. Our client works with some of the biggest names in the financial industry, providing leading archiving and messaging services. You'll be involved in supporting their requirements on a day-to-day basis, enhancing or troubleshooting their technical environments and configurations and liaising with other customer facing teams to optimize customer usage of our systems. So if you enjoy getting to the bottom of technical issues, sifting around server logs, configuring software or troubleshooting an Exchange environment, this is the opportunity for you

What you will be doing:

  • Provide first class customer service for the company's clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues.
  • Email message delivery support and troubleshooting including SMTP Errors and NDR's, analyzing headers, server log tracing, and DNS issues.
  • Archive configuration of Microsoft Exchange and other hosted email platforms including Office 365 and Google Apps.
  • Troubleshoot Exchange configuration issues with IT professionals, such as Exchange journaling and Active Directory integration.
  • Support the archival configuration of various systems, including Microsoft Teams, Skype for Business, Slack, Refinitiv, Bloomberg, Zoom and most social media platforms.
  • Assist in the testing of new systems, features and services.
  • Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures.
  • Provide support for the company's Messaging platforms.
  • Complete technical requests and changes related to customers' archiving setup and configuration.

What you need to have:

  • Previous experience in technical support and/or helpdesk (Email hosting / archiving experience preferred) and a minimum of 2 years of customer facing assistance.
  • Minimum of 2 years of experience in SaaS Implementations preferred, but not essential.
  • Must be able to clearly document issues and outline the resolution to support cases.
  • Strong working knowledge of the Internet in general, with an understanding of various protocols such as SMTP, DNS, TELNET, and OpenSSL.
  • A conceptual and technical understanding of email delivery, including how to interpret headers.
  • Experience with network troubleshooting and internet connectivity.
  • Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to end users of all skill levels.
  • A self-starter who can work independently as well as in a team environment with minimal supervision.
  • Experience supporting IM applications on Windows, OSX, iOS and Android.
  • Adaptive and a strong willingness to learn while working in a fast-paced environment.
  • Ability to exercise good judgment and discretion with confidential information.
  • Understanding of the setup and components of various mail servers such as Google Apps, Microsoft 365, MS Exchange, Notes, Sendmail, Exim, and Postfix would be an asset
  • MCP, MTA, CCNA, or similar certification would be an asset

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com

By applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company-related information.

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