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Desktop Support Specialist - L3

London, England, United Kingdom

Who we are:

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:

The Desktop Support Specialist – L3 provides advanced technical and end-user support for desktop workstations, client-server based desktop applications and related corporate wireless devices to all staff. This role also is a Subject Matter Expert (SME) for the team and will function as the highest level of escalation for problem resolution.

Responsibilities include but are not limited to: timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, and plotters, as well as application software, and operating systems. Conference room, auditorium and meeting room equipment installation and support, including the ability to support business critical meetings. As a SME, you will be responsible for resolving the most complex of issues assigned to the Desktop Support team.  

The role will provide advanced support to non-windows based desktop operating systems such as Ubuntu and other End-User applications. The role will require advanced knowledge and experience working with ticketing and desktop management applications and systems.

These responsibilities require both independent and team-based investigation, initiative, good judgment, good communication and problem solving skills as well as the ability to work in a team or with minimal supervision. The role will also participate in training and mentoring to other team members.

 

Your responsibilities:

  • Timely and high quality delivery of corporate services and assets such as the provisioning and setup of End-User devices (desktop, laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets
  • Advanced Investigation, diagnoses, troubleshooting and upgrade A/V hardware and meeting room equipment. Including Poly, Crestron and Zoom support.Assist with the installation, configuration and ongoing usability of End-User devices, peripheral equipment and software for both local and remote users
  • Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows 10, Microsoft Office Suite, Anti-Virus, Adobe suite products, AirWatch UEM MDM, iOS, Ubuntu, VirtualBox, Corporate Mobile Devices
  • Troubleshooting basic network issues for user’s workstation
  • Deployment and manage user’s workstations using SCCM/MDT, Landscape and Airwatch
  • Creating and administering packages for mass deployment using SCCM, Landscape
  • Monitoring and creating workstation and user based group policies in Group Policy Objects (GPO)
  • Performing regular audio video equipment checks for the conference room machines
  • Assist in maintaining internal systems like VOIP telephone systems and telephone peripherals
  • Tickets and ticketing system including: creation, administration, action, and closure of assigned work ticket requests
  • Evolution and support of the desktop deployment automation tool suite
  • Ability to navigate Active Directory in support of user object and computer object related issues
  • Developing and enhancing internal procedures and ensuring that all documentation, run books, knowledge base articles, project plans, business cases, and Method of Procedures (MOPs) are up to date
  • Contribute to team strategy discussions

About you:

  • A post-secondary degree or diploma in Technology Management with experience supporting desktop computing needs within a networked environment, or equivalent combination of education, training and experience.
  • 5+ years’ experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment
  • 5 + years of experience supporting conference rooms, auditoriums and meeting rooms, including all hardware and A/V equipment.
  • Advanced knowledge of, and experience with: Microsoft Windows, Apple, and Linux (Ubuntu/Landscape) hardware and operating systems
  • Hands on experience with SCCM/MDT for Windows, Landscape for Ubuntu , MDM for mobile devices .
  • Advanced knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment
  • Advanced knowledge and working experience with end-user applications including: AntiVirus, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project
  • Demonstrated experience with scripting (PowerShell) and desktop automation (SCCM/MDT)
  • Comprehensive understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers and other wireless devices
  • Demonstrated ability to work collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment
  • Ability to train and mentor other team members
  • Ability to prioritize assigned workload and respond quickly to critical issues
  • Comfortable working under pressure in a fast-paced setting
  • Excellent interpersonal and communication skills in both verbal and written English
  • Highly resourceful with good problem-solving abilities
  • Enthusiastic and with a commitment to learning, and passing along their knowledge

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

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

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Upon submission of your application, the personal data contained in your application will be collected by Global Relay Communications Inc. (“Global Relay” or “Controller”), whose headquarters are located at 220 Cambie Street, 2nd Floor, Vancouver, BC, Canada, V6B 2M9. Global Relay can be contacted at (604) 484-6630. Global Relay’s data protection officer is Laurence Lafond, who can be contacted at privacy@globalrelay.net.
Your personal data will be processed for the purposes of managing Global Relay’s recruitment related activities. This includes organizing and conducting interviews, assessing your suitability for the role, organizing and conducting tests (as applicable) and evaluating the results of such tests, and other processing activities that Global Relay deems necessary in the recruitment and hiring process. This processing is permitted under Article 6(1)(f) of Regulation (EU) 2016/679 (GDPR) and Article 6(1)(f) of UK General Data Protection Regulation for the purpose of Global Relay’s legitimate interests, which include growing the business and recruiting and hiring personnel best suited for roles at Global Relay. Further information on our legitimate interests may be available upon request. If you are applying for a role in the UK and Global Relay processes personal data relating to criminal offences or convictions under Article 10 of GDPR and UK GDPR, Global Relay will do so on the condition of “consent” as permitted under Section 29 of Schedule 1 of the Data Protection Act, 2018 (c.12). Global Relay may utilize automated decision and profiling tools, such as Predictive Index, to assist in determining whether a candidate is suitable for a particular role. Failure by an applicant to provide personal data required by Global Relay for the recruitment and hiring process may result in the applicant being removed from consideration for the role.
Global Relay is headquartered in Canada. Accordingly, upon submission, your personal data will be transferred to Canada, which is considered by the European Commission to provide adequate protection for the collection of personal data from EU data subjects. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf, and may be shared with other third party service providers to the extent necessary for the assessment of candidates, to conduct tests for applicants or perform other due diligence necessary in the recruitment process (including, for example, credit checks or criminal offence checks). Where personal data is transferred to counties that are not considered to provide adequate protection by the European Commission (e.g. the United States), the transfer of your personal data to third parties in those countries will be transferred under additional safeguards permitted under GDPR, such as Standard Contractual Clauses.
If you are rejected from a role your personal data will be retained by Global Relay, by default, for 365 days from the completion of your submission for a particular role. Under the GDPR, you have the right to data portability, to request access to your personal data, to request that your personal data be rectified or erased, to request that processing of your personal data be restricted, and the right to object to processing. You also have the right lodge a complaint with an EU supervisory authority. To the extent that you have questions or concerns about your personal data, please reach out to privacy@globalrelay.net.

UK Diversity & Equality Survey

STRICTLY CONFIDENTIAL

Global Relay is committed to promoting equality, diversity and inclusion. To help ensure our processes are fair and accessible to everyone, we ask applicant to complete this voluntary monitoring form.

Global Relay’s policy is to ensure that no job applicant or employee receives less favourable treatment or is discriminated against under the Equality Act 2010. The protected characteristics under this act are (in no particular order): age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation.

Completing this form is voluntary. The information provided will be kept confidential. The information is going to be used to help us understand the diversity of our organisation.

None of the information you provide will be linked to your application.

Protecting your Data

Any information provided will be used only to help us monitor equality and diversity. It will be treated confidentially and reported in an anonymous, statistical format.

For more information about how we handle personal data and your rights, please refer to our Privacy Statement available on our website. 

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