Enterprise Support Technician

Global Relay ,
London, Greater London
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Job Description

We're looking for a driven and technically capable individual to help solve our enterprise customers' technical puzzles. If you have experience in technical support, good interpersonal, listening, communication and troubleshooting skills, then this could be the role for you! We work 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. Successful candidates will have experience in a broad range of technologies that we use every day in a support capacity - preferably with some industry standard accreditations to back this up. Your Job: + Provide exceptional customer support on Global Relay services to our largest customers. + Assist customers with the use of Global Relay services and ensure best practice configurations. + Identify and diagnose software or network problems and advise on the solution + Manage cases in line with customer expectations and related SLAs and KPIs + Document and keep records of customer issues and solutions to enable business improvement initiatives + Assist in the design and testing of new systems, features and services + Contribute to self-help portals and documents so customers and colleagues can try to fix problems themselves + Contribute to the growth of our European and Asian support team; helping to implement and improve documentation, policies and procedures About You: + Enjoys a customer-first environment and being a team player + Professional telephone manner; ability to communicate at all levels + Experience of providing technical support to SMB and Enterprise customers; covering Microsoft Exchange, Active Directory, cloud-based messaging services and message transfer protocols + Driven to identify service issues, triage and resolve technical and configuration issues, perform root cause analysis and generate sustainable solutions + Strong case management, documentation and organizational skills + Willing to learn and knowledge share; used to collaborating with internal teams to be the voice of the use + Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines will be me + Proactive in maintaining and growing a strong technical awareness along with solid commercial knowledge + Speaking another European language (French, German, Spanish etc.) is an asset Benefits: As well as offering a competitive salary, we also have an attractive benefits package allowing you a great work-life balance, including flexible holiday policy, extended health benefits and regular socials. We provide extensive training and continuous personal and professional development are important to us. You will be guided and mentored throughout and progression opportunities abound in a fast growing international company. Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics to the global financial sector. We deliver services to over 23,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports over 50 data types, including email, instant messaging, Bloomberg, Thomson Reuters, social media, and mobile messaging. We've won major awards for our growth, management, and culture - including the Deloitte Fast 50 Leadership Award, Canada's 10 Most Admired Corporate Cultures, and the Deloitte-sponsored Canada's Best Managed Companies awards. Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in seven other cities across the world, including London and other major financial centers like New York and Chicago. We've recently expanded our London operations to better serve our UK and EU customers. Our brand-new, four-story EMEA headquarters at 45 Cannon Street (near St. Paul's Cathedral) features state-of-the-art amenities, a spectacular view of the city, and a conference centre for customer events. More importantly, it's the base of Global Relay's next major technical initiative, and where we will be building our next-generation products. We currently have over 450 employees worldwide, with plans to grow the London office significantly and have a 150-strong team in London by 2020. The Development team in London will work alongside our Business teams, solving complex and exciting business and technical problems. We provide fantastic opportunities to individuals passionate about business and technology. These opportunities include working alongside members of our senior leadership team, receiving mentoring from seasoned technology and business professionals, and doing business with the world's largest, most influential banks and enterprise organizations. To learn more about our business, culture, and community involvement, visit www.globalrel

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