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:
As the Desktop Support Specialist - L3 you will provide advanced technical and end-user support for desktop workstations, enterprise applications, mobile devices, and workplace technology across Global Relay. This role serves as a Subject Matter Expert (SME) and senior escalation point for the Desktop Support team, with responsibility for resolving the most complex end-user technology issues and supporting reliable day-to-day technology operations.
You will be supporting Windows, macOS and Linux/Ubuntu environments, endpoint management and deployment tools, identity and access technologies, conferencing and A/V systems, and other end-user applications. Working both independently and in partnership with Infrastructure, Information Security, Network and Workplace teams, the Desktop Support Specialist - L3 is expected to apply strong technical judgment, communicate effectively with technical and non-technical stakeholders, and contribute to service improvement, documentation and knowledge sharing.
The role also provides technical guidance and mentoring to other Desktop Support team members and supports business-critical meetings, workplace technology initiatives and changes affecting the end-user computing environment.
Your responsibilities:
- Serve as a senior escalation point for complex end-user technology issues across endpoints, applications, identity and access, connectivity, and workplace technology.
- Own advanced troubleshooting and resolution of complex incidents, identifying recurring issues, root causes, and opportunities for permanent remediation.
- Support and improve endpoint management, deployment, configuration and automation across Global Relay's end-user computing environment.
- Provide advanced support for conference rooms, A/V systems, executive meetings and other business-critical workplace technology.
- Partner with Infrastructure, Information Security, Network and other technology teams to resolve cross-functional issues and maintain secure, reliable end-user systems.
- Maintain accurate technical documentation, runbooks, knowledge-base content, ticket records and operating procedures, and contribute to service and process improvements.
- Mentor and provide technical guidance to other Desktop Support team members, helping strengthen troubleshooting capability and consistency across the team.
- Contribute to technology projects, endpoint standards, team strategy and changes affecting employees, devices and the broader workplace technology environment.
About you:
- 5+ years of progressive experience in desktop support, end-user computing, or workplace technology within a complex enterprise environment.
- Demonstrated experience serving as a senior escalation point for complex endpoint, application, access, connectivity, and A/V issues.
- Strong hands-on experience supporting Windows environments, with working knowledge of macOS and Linux/Ubuntu.
- Experience with enterprise endpoint management, deployment, identity/access, and collaboration technologies such as SCCM/MDT, Intune, Active Directory, Group Policy, Zoom, Poly, Crestron, or comparable tools.
- Experience using scripting or automation tools such as PowerShell, Bash, Python, or similar technologies.
- Strong troubleshooting, root-cause analysis, prioritization, and documentation skills.
- Excellent communication and service skills, including the ability to support executives and work effectively with technical and non-technical users.
- Ability to work independently, collaborate across technical teams, and mentor other support professionals.
- Post-secondary education in information technology or a related field, or equivalent practical experience.
- Ability to provide occasional after-hours or scheduled on-call support when required.
Compensation:
Global Relay advertises the pay range for this role in compliance with applicable 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. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.
For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!
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.
Skills Required
- 5+ years of progressive experience in desktop support, end-user computing, or workplace technology within a complex enterprise environment
- Experience serving as a senior escalation point for complex endpoint, application, access, connectivity, and A/V issues
- Strong hands-on experience supporting Windows environments, with working knowledge of macOS and Linux/Ubuntu
- Experience with enterprise endpoint management, deployment, identity/access, and collaboration technologies such as SCCM/MDT, Intune, Active Directory, Group Policy, Zoom, Poly, Crestron, or comparable tools
- Experience using scripting or automation tools such as PowerShell, Bash, Python, or similar technologies
- Strong troubleshooting, root-cause analysis, prioritization, and documentation skills
- Excellent communication and service skills, including the ability to support executives and work effectively with technical and non-technical users
- Ability to work independently, collaborate across technical teams, and mentor other support professionals
- Post-secondary education in information technology or a related field, or equivalent practical experience
- Ability to provide occasional after-hours or scheduled on-call support when required
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What We Do
Global Relay is a leading provider of compliant electronic communications archiving, messaging, supervision, information governance, and eDiscovery. Our 20,000+ customers in 90 countries include highly regulated organizations and other corporate firms, including financial services, insurance, technology, energy (oil and gas), legal, government and healthcare. Global Relay preserves more than 60 data types within a unified, highly-secure cloud repository. Data types include: email, collaboration platforms (e.g. Microsoft Teams, Slack, Zoom), Instant Messaging, Bloomberg®, Refinitiv, social media, text messaging, voice, and trade data. Global Relay Archive captures and preserves 60+ data types in one highly-secure and scalable repository. Global Relay Message enables organizations to collaborate both internally and externally, confident that compliance, privacy, and security requirements are being met
