Technical Support Specialist
: Job Details :

**Technical Support Specialist**

at Global Relay New York, New York, United States For more than 20 years Global Relay has set the standard and trends in compliant communications with our multi-award winning unified communications, data capture, and data analysis platform. We securelycapture and manage the worlds communications data and give its owners greater control and visibility to drive value and ensure compliance with the regulatory requirements of a large variety of industries and authorities.

We offer competitive compensation and benefits and all the other typical things you expect, but we are not your typical company. Global Relay is a career-making company. It is a place for big ideas, new challenges, and cutting-edge innovation. It is a place where you can make an impact.

**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 clients 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. Youll 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 Relays 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 NDRs, 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 Relays 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

At Global Relay there is no ceiling. This is the land of opportunity for the energetic, intelligent, and driven people that make this company great. The combination of the right people in the right positions and a rapidly growing company means unlimited career potential.

You will receive the mentoring, coaching, and support that you need to reach your personal and career goals. Youll be part of a culture that promotes and rewards hard work and creativity and will grow into the new opportunities that are available to you.

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