About us:

For more than 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, monitoring, e-discovery and analytics solutions. We securely capture and store the communications data of the world’s most regulated companies, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Although we offer competitive compensation, benefits, and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a functional builder. A place for big ideas. New challenges. Pioneering innovation. It’s a place where you can make a real impact – and get recognition for it.

We believe that great companies thrive on diversity, inclusion, and the contributions of all employees. To this 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 turn

We seek a Desktop Support Specialist, Apple – L3 To join our team. In this role, you will provide advanced technical and end-user support for desktop and laptop workstations, client server applications, and all devices available in the company, with a strong focus on Apple technologies including iMac, MacBook, Mac Mini, Mac Studio, iPhone, iPad, Apple TV, Apple accessories, macOS, and iOS.

As a subject matter expert, you will take the lead in resolving the most complex technical issues escalated to the desktop support team. Your work will involve troubleshooting and resolving hardware, software and operating system issues across a wide range of devices, while also maintaining and improving the company’s support systems such as automated desktop provisioning and desktop management platforms. The role also includes enhanced support for non-Windows operating systems and, when needed, providing on-site “hands and feet” assistance to networking devices and servers.

Success in this position requires not only technical expertise, but also initiative, sound judgment, problem-solving ability, and strong communication skills. You will succeed in working independently and collaboratively with the wider team to provide timely and effective support.

Your responsibilities

• Timely and quality delivery of company services and assets such as provisioning and setup of employee devices (desktop, laptop, mobile devices, workstations and workspace), applications and overall management of company assets.
• Assist with installation, configuration and ongoing ease of use of computers, peripheral equipment and software for local and remote users.
• Coordinate the creation, testing, and deployment of installation packages, application updates, and operating system updates.
• Investigation, diagnosis, troubleshooting, management and ultimate resolution of all assigned work related to support: operating systems, applications, devices and peripherals including but not limited to macOS, iOS, Microsoft Office Suite, Anti-Virus, Adobe, AirWatch, Boxer, corporate mobile devices and tablets. Knowledge of Windows and Linux operating systems is an asset.
• Implement and maintain lifecycle processes for Apple devices from purchase to decommissioning, integrating asset tracking and compliance monitoring.
• Make any necessary upgrades to the systems to ensure their longevity.
• Support and troubleshooting for the most popular Macintosh applications such as Adobe and Thunderbird.
• Ticketing and ticketing system including creating, managing, conducting and closing assigned work order tickets.
• Develops and supports desktop publishing automation toolkit.
• Bulk upgrades and patch management for Mac OS and software
• Ability to navigate Active Directory to support user object and computer object related issues
• Collaborate with InfoSec to enforce macOS security baselines, manage encrypted deployments, device hardening, and compliance reporting.
• Update and enhance internal procedures and ensure all documentation, operating logs, knowledge base articles (kb), project plans, business cases and method of procedures (MoPs) are up to date.
• Ability to contribute to team strategy discussions.

About you

• Post-secondary degree or diploma in Information Technology Management with experience supporting office computing needs within a networked environment, or an equivalent combination of education, training, and experience.
• 5+ years of experience building, troubleshooting, and repairing Apple devices in an enterprise environment.
• 5+ years of experience supporting Mac operating systems.
• Extensive experience and knowledge supporting AirWatch or other MDM platforms.
• MDM Ownership – Own the architecture, configuration, and optimization of our MDM instance. Develop customized policies, profiles and packages to support business needs.
• In-depth knowledge of Apple Mac client and server operating systems and client management tools
• Experience and knowledge of additional operating systems and associated hardware including Microsoft Windows, Linux and Android products is an asset.
• Demonstrate knowledge of Microsoft Active Directory and MAC integration with Microsoft Active Directory.
• Enhanced knowledge and hands-on experience with end-user applications including AntiVirus, Adobe products, Microsoft Office Suite, boxer, Cisco AnyConnect, Cisco Jabber, docker, and Zoom.
• Working knowledge of VMware Virtualization, both client and server.
• Working knowledge of networking principles.
• Working knowledge of enterprise unified communications systems.
• Improved Mac scripting experience and zero-touch PC deployments.
• Enhance knowledge and experience in desktop support management and MDM tools.
• Complete understanding of local area networks, setup and configuration of end-user devices, such as computers, printers and other wireless devices.
• Demonstrated ability to learn quickly and work collaboratively in a team environment as well as independently in an efficient and organized manner, within a complex and challenging environment.
• Ability to prioritize assigned workload and respond quickly to critical issues.
• Comfortable working under pressure in a fast-paced environment.
• Excellent interpersonal and communication skills in oral and written English
• Resourceful with good problem-solving abilities and an enthusiastic commitment to continuous learning including CI/CD.

compensation:

Global Relay advertises the pay range for this role in accordance with BC pay transparency laws. Individual pay rates are determined by evaluating factors such as experience, skills, education and professional background.

The range below reflects expected annual base salary, which is just one element of our comprehensive total rewards package designed to reflect the pay philosophy, culture and values ​​of our company. We aim to foster an inspiring work environment and support the work and life rhythms of employees. We offer a comprehensive and extensive health benefits program, including virtual health care and a wellness allowance. Employees also receive allocated annual leave days, which increase based on length of service. Other benefits include: paid sick days, maternity/parenting enhancement program, corporate bonuses, and RRSP contribution matching program.

For employees based in Vancouver, we offer a subsidized meals program, thanks to our talented in-house culinary team!

British Columbia – Base Salary Range

$70,000 – $80,000 CAD

What you can expect:

At Global Relay, there is no cap on what you can achieve. It is a land of opportunities for activity, intelligence and impulsiveness. You will receive the guidance, training, and support you need to reach your career goals. You will be part of a culture that breeds creativity and rewards perseverance and hard work. You will work alongside smart, talented individuals from diverse backgrounds who have complementary knowledge and skills.

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

We strive to ensure that reasonable modifications, accommodations and personal time are tailored to each individual’s unique needs.

We recognize the importance of flexible working arrangements, and we encourage this in our work culture. Whether it’s flexibility in terms of working hours, work style or lifestyle, we want to make sure our employees have a healthy work-life balance. We support and value a hybrid working model that blends collaboration with the team in the office with focused time from the comfort of your home.

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