Support Specialist, Technical Support - L1

Global Relay • Vancouver, BC

2d • Onsite

About The Position

We are seeking a highly motivated, client-focused L1 Support Specialist to support our Small and Medium Business (SMB) team as part of the Technical Support team. This role is focused on being the first point of contact for our customers, providing foundational support to ensure our services run correctly and smoothly. This role is part of our 24x7 Frontline team, responsible for triaging of tickets, assisting customers with authorizing requests, adding and removing users on customers’ account and services, basic troubleshooting and initial support for Global Relay services. 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.

Requirements

• 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
• Excellent attention to detail and the ability to follow defined policies and procedures
• Strong written and verbal communication skills in English
• Basic troubleshooting and problem-solving capabilities.
• 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), Instant Messaging, SMS, and Voice services

Nice To Haves

• 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.
• Relevant certifications (MCSE, MCITP, CCNA, PMP) is an asset

Responsibilities

• Be the first point of contact for customers, providing first level technical support for all Global Relay Services
• Assist customers with basic technical issues and end user queries
• 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
• Manage our customers' authorized contact changes
• Maintain accurate documentation of troubleshooting steps, and resolutions
• Handle overflow calls from admins where required

Benefits

• Competitive compensation and benefits
• Comprehensive extended health benefits program, including virtual healthcare and a 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, courtesy of our talented in-house culinary team!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed