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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L1 Technical Support Specialist (SMB) - **Company:** Global Relay - **Location:** London, UK - **Experience:** Starter - **Salary:** £39,013.0 - **Contract:** Permanent contract - **Skills:** Vbscript, Active Directory Federation Services, JIRA, Dynamic Host Configuration Protocol, Domain Name System (DNS), Perl (Programming Language), Microsoft Exchange Server, Instant Messaging Technology, Virtual Private Networks (VPN), Lightweight Directory Access Protocols (LDAP), Microsoft Office, Windows Servers, Networking Basics, Office Suite, Windows PowerShell, Salesforce.Com, Security Assertion Markup Language (SAML), Single Sign-On, SQL Databases, TCP/IP, Scripting, Gsuite, User Administration - **Published:** September 27, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5899759523 ## About the Role You 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., * Minimum 1-2 Years in a customer facing technical support role. * Strong desire to learn and develop technical troubleshooting skills * Ability to manage multiple priorities in a structured, SLA-driven environment. * Excellent attention to detail and the ability to follow defined policies and procedures. * Strong written and verbal communication skills in English. Your Technical Skills: * Basic troubleshooting and problem-solving capabilities. * Knowledge of SAML authentication and Single Sign-On (SSO) desired by not mandatory. * Familiarity with Office Suite is desired, Prior experience with Salesforce or Jira is an asset. Basic demonstrable knowledge in two or more of the following areas: * Networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO) * Microsoft Exchange, Office 365, or Google Workspace * Windows Server and workstation environments * Basic scripting (PowerShell, Perl, VBScript, SQL) * Relevant certifications (MCSE, MCITP, CCNA, PMP) is an asset * Instant Messaging, SMS, and Voice services ## Description We 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. Your responsibilities: * Be the first point of contact for customers, providing first level technical support for all Global Relay Services. * Assist customers' basic technical issues and end user queries. * Collect pertinent issue details and create clear, detailed escalation tickets for Intermediate Technical Support Specialists to investigate and resolve. * Perform user management requests, self-service requests and simple script import requests. * Manage support case queues and case triage to appropriate resources. * Manage our customers' authorized contact changes through identity verification and online research to verify ensure records are accurate. * Maintain accurate documentation of troubleshooting steps, and resolutions. * Handle overflow calls from admins where required. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)