{"id":1244584,"url":"https://alion.io/job/global-relay-l1-technical-support-specialist-smb","title":"L1 Technical Support Specialist (SMB)","company":{"id":58182,"name":"Global Relay","domain":"globalrelay.com","url":"https://alion.io/company/global-relay","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":65,"open_postings":30,"ghost_share":0.5,"stale_share":0,"repost_share":0.033,"time_to_fill_p50_days":64,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":70000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"LDAP","optional":false},{"name":"Perl","optional":false},{"name":"PowerShell","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-06-05T13:41:33Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T21:30:35Z","board_verified":true,"closed_at":null,"days_open":150,"trust":{"level":"ghost","repost_count":2,"flags":["stale","repost","company_stale"],"days_open":149},"description":"Who we are:\nFor 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.\nThough 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.\nWe 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.\nYour role:\nWe are seeking a highly motivated, client-focused Junior Technical 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 user management and contact management, basic troubleshooting and initial support for Global Relay services. Junior Technical Support Specialists will learn to use Creative problem-solving to understand customer issues, gather necessary information and resolve entry-level Technical problems. They will effectively communicate both verbally and in writing in a fast-paced environment, working 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.\nYour responsibilities:\nBe the first point of contact for customers, providing first level technical support for all Global Relay Services.\nAssist customers' basic technical issues and end user queries.\nCollect pertinent issue details and create clear, detailed escalation tickets for Intermediate Technical Support Specialists to investigate and resolve.\nPerform user management requests, self-service requests and simple script import requests.\nManage support case queues and case triage to appropriate resources.\nManage our customers' authorized contact changes through identity verification and online research to verify ensure records are accurate.\nMaintain accurate documentation of troubleshooting steps, and resolutions.\nHandle overflow calls from admins where required.\nAbout you:\nYou are technically strong, operationally disciplined, and comfortable working within a structured support model. You understand the importance of balancing responsiveness with scalability and process adherence. You thrive in collaborative environments and are comfortable working alone as well as part of a team.\nRequirements:\nMinimum 1-2 Years in a customer facing technical support role.\nStrong desire to learn and develop technical troubleshooting skills\nAbility to manage multiple priorities in a structured, SLA-driven environment.\nExcellent attention to detail and the ability to follow defined policies and procedures.\nStrong written and verbal communication skills in English.\nYour Technical Skills:\nBasic troubleshooting and problem-solving capabilities.\nKnowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory.\nFamiliarity with Office Suite is desired, Prior experience with Salesforce or Jira is an asset.\nBasic demonstrable knowledge in two or more of the following areas:\nNetworking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)\nMicrosoft Exchange, Office 365, or Google Workspace\nWindows Server and workstation environments\nBasic scripting (PowerShell, Perl, VBScript, SQL)\nRelevant certifications (MCSE, MCITP, CCNA, PMP) is an asset\nInstant Messaging, SMS, and Voice services\nWorking conditions:\nSupport is a 24x7 team using a Follow The Sun model.\nSpecialists must be willing and able to work occasionally outside of business hours, including weekends.\nThis role requires 5 days in office working during the probation period (duration 3 months) and 3 days hybrid working thereafter.\nGlobal 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.\nWhat you can expect:\nAt 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.\nGlobal Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.\nWe seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.\nTo learn more about our business, culture, and community involvement, visit www.globalrelay.com.","description_format":"text","description_chars":5580,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Security Compliance","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-09-25T17:08:14Z"},{"event":"close","at":"2026-10-05T08:22:50Z"},{"event":"reopen","at":"2026-10-19T14:01:50Z"},{"event":"close","at":"2026-10-20T14:17:17Z"},{"event":"reopen","at":"2026-10-29T15:26:15Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-31T06:23:40+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.272,"p_room":0.28,"age_days":149,"expected_fill_days":64,"reasons":["conf:2","repost:2","stale_co","ghost","win:tail","crowd:junior"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/global-relay-l1-technical-support-specialist-smb","json_url":"https://alion.io/job/global-relay-l1-technical-support-specialist-smb.json","meta":{"generated_at":"2026-11-02T23:19:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32868,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58182},"rest":"https://alion.io/mcp/rest/get_company?id=58182"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglobal-relay-l1-technical-support-specialist-smb"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglobal-relay-l1-technical-support-specialist-smb"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglobal-relay-l1-technical-support-specialist-smb"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/global-relay-l1-technical-support-specialist-smb\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglobal-relay-l1-technical-support-specialist-smb"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1244584}},{"tool":"search_jobs","arguments":{"company":"globalrelay.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1244584},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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