Global Relay

Global Relay

Support Specialist, Technical Support - L1

Vancouver, British Columbia, Canada · Senior

Sponsorship not specified$50k-$65kDetected 62 days ago
PowerShellSQLJiraSalesforceCustomer SupportTCP/IPDNSVPNCiscoCommunicationProblem SolvingMentoringMicrosoft Office

About the role

  • You will learn to use creative problem-solving to understand customer issues, gather necessary information and resolve entry-level technical problems.
  • You will work in a fast-paced environment, effectively communicating both verbally and in writing to escalate more complex issues to Intermediate and Senior Specialists while handling initial user requests and administrative tasks.
  • This role balances entry level technical troubleshooting capability with an understanding of client business impact, ensuring issues are resolved efficiently and professionally.

Responsibilities

  • Collect pertinent issue details and create clear, detailed escalation tickets for Intermediate Technical Support Specialists to investigate and resolve
  • Perform user management requests, self-service requests and simple script import requests
  • Manage support queues and triage cases to appropriate resources
  • Maintain accurate documentation of troubleshooting steps, and resolutions
  • Minimum 1-2 Years in a customer facing technical support role
  • Strong desire to learn and develop technical troubleshooting skills
  • Ability to manage multiple priorities in a structured environment
  • We aim to foster an inspiring work environment and support employees' work-life rhythms.
  • You'll receive the mentoring, coaching, and support you need to reach your career goals.

Requirements

  • Excellent attention to detail and the ability to follow defined policies and procedures
  • Specialists must be willing and able to work occasionally outside of business hours, including weekends
  • This is a fully in-office role, with flexibility as required
  • Handle overflow calls from admins where required

Skills

  • Basic troubleshooting and problem-solving capabilities
  • Knowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory
  • Familiarity with Microsoft Office Suite is desired
  • Prior experience with Salesforce or Jira is an asset
  • Basic demonstrable knowledge in two or more of the following areas:
  • Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
  • Microsoft Exchange, Office 365, or Google Workspace
  • Windows Server and workstation environments
  • Basic scripting (PowerShell, Perl, VBScript, SQL)
  • Relevant certifications (MCSE, MCITP, CCNA, PMP) is an asset
  • Instant Messaging, SMS, and Voice services
  • Strong written and verbal communication skills in English

Compensation

  • Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws.
  • Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
  • The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values.
  • Employees also receive annual allotted vacation days, which increase based on tenure.
  • British Columbia - Base salary range
  • $50,000 - $65,000 CAD

Benefits

  • Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
  • We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance.
  • Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.

Company info

  • For over 25 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.
  • We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
  • Your role:
  • For over 25 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.
  • We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.
  • To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
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This listing is sourced directly from Global Relay's careers page and normalized into a canonical job model.