Technical Support Specialist

Job ID
GRTS180
Job Type
Permanent Full-Time
Location : Name (EN)
Vancouver, BC

Your Role:

As a valued member of our Support Team, you will be the face and voice of Global Relay Inc. 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.

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
  • 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 Global Relay’s Messaging platforms
  • Complete technical requests and changes related to customers’ archiving setup and configuration


About You:

  • 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

About Us:

Global Relay is the leading provider of cloud-based archiving, information governancesurveillance, and eDiscovery solutions to the global financsector. We help financial services firms preserve and supervise their communications data for regulatory compliance, risk mitigation, and litigation readiness. We deliver our services to over 20,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports email, instant messaging, text, market data chat, social media, enterprise social networking, voice, trade data, websites, and more. Recently, we also launched a compliant messaging platform specifically for the finance industry.

 

Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in six other cities across the world, including major financial centers like New York, Chicago, and London.

 

Over the years, we have won several major awards, including:

  • Company of the Year from the BC Tech Association
  • Canada’s 50 Best Small and Medium Employers
  • Canada’s Top Employers for Young People
  • Canada’s Top 10 Most Admired Corporate Cultures
  • Canada’s Best Managed Companies – Platinum
  • Technology Fast 50 – Leadership

We provide fantastic opportunities to individuals passionate about business and technology. For those with international business aspirations, we offer invaluable opportunities for doing business with some of the world’s largest, most influential firms. Our company is also perfect for those who want to create cool technology using massively scalable, big-data architecture, with a strong focus on mobile.

 

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

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