Technical Implementation Specialist, Provisioning

For over 20 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.

The Provisioning team works with customers in executing the technical onboarding of Global Relay’s services in a post-Sales, pre-Support phase by working closely with customer IT teams, and keeping client business users updated on the implementation progress. Implementation Specialists are trusted client advisors helping ensure that the solutions meet each customer’s unique requirement while setting up services correctly and smoothly. This team is available 24x7 for working with customers globally.

The primary function of Implementation Specialists is to provide prompt and courteous implementation expertise for Global Relay’s advanced services. They build strong relationships with client’s implementation team members, work well under pressure, maintain a positive attitude, and meet client project deadlines in an efficient and professional manner. They set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks and avoid delays. They also advocate customer care over customer service.

Implementation Specialists are highly organised to work with several clients in different implementation phases concurrently. They possess excellent interpersonal and communication skills with outstanding telephone and email etiquette. They also have strong analytical and problem solving skills with significant attention to the smallest details leading to a near-error free track record. Intermediates can work independently as well as in a team environment with minimal supervision and are comfortable working under pressure in a fast-paced, multi-tasking environment with varied responsibilities. They exercise good judgement to proactively and independently solve problems and make decisions while updating management on at-risk items.

Your responsibilities include:

• Responsible for Global Relay product suite implementations including third party, converter based services, and social media archiving.
• Setup, and aid in the adoption of, Global Relay Message.
• Monitor the completion of escalated tickets, ensure that tickets are completed in a timely manner; obtain clarification from technical staff on outstanding tickets.
• Assist Business Development on pre-sales solution configurations and proof of concept/trial implementations.
• Complete implementations for clients with up to 500 users; exceptions may occur, based on complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in Provisioning documentation or wiki articles are addressed.
• Perform peer reviews of new service implementations.
• Work with partners, clients, and external hosting providers to establish archiving through IMAP and SMTP connectivity to Global Relay.
• Work with clients’ in-house non-Exchange mail servers to setup connectivity and archiving to Global Relay.
• Establish connectivity to, and appropriate archiving from small mixed, migrating, and/or clustered email server environment.
• Setup archiving for services requiring Global Relay software deployed in customer environments.
• Configure SAML authentication and Single-Sign On integration as well as Directory Sync Services for non-enterprise customers.
• Manage Multi-tenant setups with a variety of technical and non-technical contacts.
• Lead customers’ custom message archiving ingestion for message providers not working with the Product Team.
• Perform duties of Junior staff as business needs require it.
• Assist Junior team members with any questions they may have.
• Ad hoc tasks and responsibilities as the business requires.

About you:

• 1 to 3 Years in SaaS implementations or equivalent experience is ideal.
• Technical Customer Service or customer service call center is an asset.
• General understanding of domains, networking principles, message flow, email protocols, and DNS.
• A proven history of previous successes in a setting where minimal direction was provided.
• Familiarity with Salesforce and Confluence WIKI is a plus including the use of trouble-ticket and support information systems.
• Knowledge of Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is an asset.
• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO) experience is an asset.
• Proficiency with MS Windows-based PCs and command line interface.
• Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.
• Demonstrate knowledge and experience in project planning and project management techniques and tools.
• MCSE, MCITP, CCNA and other industry certifications are desirable.

You will be expected to work in our London office for a minimum of 3 days.

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. We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.