Enterprise Services Support Specialist
About The Position
The Enterprise Customer Support team helps ensure our services run correctly and smoothly for each customer. They troubleshoot services and use creative problem solving to get to the bottom of every technical issue. This team is available 24x7 to quickly assist our customers - whether it requires sifting through server logs, configuring software, or troubleshooting an Exchange environment. The primary function of Global Relay’s System Support Technicians is to provide a more proactive approach in supporting our customers by identifying points of failure for archiving, hosted mail systems, and other Global Relay services. System Support Technicians effectively communicate, both verbally and in writing, while working in a fast-paced environment with a complex service offering. They pay very close attention to detail in an effort to mitigate potential mistakes in a production environment.
Requirements
- 3 to 5 years customer facing assistance roles
- Possess excellent interpersonal and communication skills with outstanding telephone and email etiquette
- Strong understanding of Global Relay systems and organization.
- Strong understanding of domains, networking principles, message flow, email protocols, and DNS
- Familiarity with Salesforce and Confluence WIKI including the use of trouble-ticket and support information systems is required.
- Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is required
- Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)
- Proficiency with MS Windows-based PCs and command line interface
Nice To Haves
- 3+ years in SaaS implementations or equivalent experience preferred
- Able and willing to work with challenging customers
- Prepared to work afternoon shifts on rotation
Responsibilities
- Work with partner hosting providers & other vendors
- Work with GR Dev and Escalations team
- Proper Jira creation for Escalation and various GR Team.
- Logs searching/reading and services dashboard monitoring and development
- Global Relay Administrative Tools includes but not limited to: Directory Sync Scope, SCIM Sync Scope, Advance SCIM/Directory Sync (i.e. Client AD migration), Advance LDAP Query, Troubleshoot LDAP Query, Updating Sync Scope, Schema Mappings, Extended Property, Function / Roles / Entitlements, SAML, Reporting, Advance understanding of Reconciliation Reporting, Routing Rules, Adding Services, Troubleshooting, Initial Directory Sync troubleshooting, Directory Sync deactivation threshold troubleshooting, User / Group sync scope troubleshooting, Archive Message troubleshooting
- Update Support Wiki as required
- Sales Force Dashboard Monitoring
- Assist other Support members and Global Relay departments with customer escalations
- Assist Support team members and other Global Relay departments as required
- Provide mentorship to Jr. System Support Technicians regarding complicated setups and integrations; verifying proper setup and functionality before live deployment to a client
- Dashboard monitoring
- GR services upgrade project
- Project Work
- Learning to become an SME for GR Product(s)
- Build and maintain KB
Benefits
- Comprehensive extended health benefits program
- Virtual healthcare
- Wellness allowance
- Annual allotted vacation days, which increase based on tenure
- Paid sick days
- Maternity/parental enhancement program
- Bonus
- RRSP contribution matching program
- Subsidized meal program (for Vancouver-based employees)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
