Customer Support Technician

Global Relay ,
London, Greater London
More Details

Overview

Job Description

As a valued member of our Support Helpdesk Team, you are the face and voice of our Company. Through your knowledge, charisma and dedication, you will help ensure our clients Email and Archiving environments are running correctly and 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 Helpdesk Team works closely with one another to collaboratively push the bar higher for customer service and satisfaction - with no cubicle walls closing in on us, our team is free to do what we do best: Help the customer. 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 technical assistance to our customers + 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 Lync/OCS/Skype4Business, BES, Thomson Reuters, Bloomberg, and 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 Instant Messaging applications + Complete technical Request and Changes related to the customer's archiving setup and configuration About You: + Previous experience in technical support and/or helpdesk (Email hosting / archiving experience preferred) + 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 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, v

People also viewed