Technical Support Specialist

4 weeks ago

Vancouver, Canada Global Relay Full time

**Who we are**:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

**Your Role**:
The Global Relay Support Team 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

**Your Job**:

- Provide first class customer service for Global Relay's clients: handling customer calls, identifying customer needs, answering customer inquiries, and following up with customers on service issues
- 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 Global Relay's Messaging platforms
- Complete technical requests and changes related to customers' archiving setup and configuration

**About You**:

- 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
- 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 mínimal supervision
- 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

**What you can expect**:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are personalized to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

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