Workspace Support Engineer

How You'll Shape Our Success

The purpose of this role is to act as a point of contact for our clients for Workspace related issues. You will become one with our team, and as such you will aim to support our customers by following the guidance and the processes already in place.

Core Responsibilities

• Provide support and advice to clients on the Google Workspace platform, following the processes & best practices
• Adhere to the service level agreements dealing with enquiries in a professional and timely manner
• Have designated MSP customers to serve as Support contact/escalation, chase proactively in tickets etc.
• Support the Workspace Deployment Specialists and Collaboration Engineers with their project work
• Provide on-call support for clients out-of-hours via a rota system, when needed
• Actively learning and developing skills required to support our customer portfolio

Requirements

What You’ll Need to Succeed

Essential Skills & Experience:

• Demonstrable experience in a customer-facing service desk/helpdesk role
• Prior experience in a Support & Operations environment, in a 2nd line or in a customer-facing service desk/helpdesk role preferably, in an ITIL environment
• A strong understanding of the Service Management key components: including ticket types, SLA’s and the importance of being able to correctly categorise/prioritise tickets
• Able to build trust quickly and adapt to a variety of different people and situations
• The ability to analyse and methodically resolve problems, following the pre-established set of troubleshooting steps
• Able to swiftly involve the relevant team members, when a customer escalation is raised
• A natural curiosity and experience in applying technology to resolve customer issues
• Be a confident communicator, able to use terminology to suit the stakeholder’s level of technicality.
• Confidence with technology and the Internet
• Has a basic knowledge of change management principles and their relation to projects.
• Excellent English, written and verbal.
• Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen
• Knowledge of Zendesk or other comparable ticketing systems

Desirable Skills & Experience (Optional):

• Technical expertise with the Google Workspace Platform is desirable
• Experience in SaaS/IaaS, specifically Google Cloud Technologies is desirable but not essential

Compensation and Financial Wellbeing

• Competitive base salary.
• De Minimis Allowance.
• 13th Month Pay: Equivalent to one month’s base salary, paid every December.

Health and Wellness

• Medical Insurance: HMO coverage for the employee plus up to two dependents (employer-paid).
• Sick Leave: 15 paid days per year, pro-rated from the start date.

Work-Life Balance and Growth

• Annual Leave: 28 days per calendar year (January 1 – December 31), pro-rated based on start date.
• Birthday Leave: An extra paid day off for your birthday.
• Learning Leaves: Ten paid learning days per year.
• Philippine Public Holidays: Statutory holidays are included.
• Bereavement Leave: 3 paid days.
• Parental Leave: Maternity or Paternity leave.
• Flexible Work Arrangement: Hybrid model (two to three days in the office).
• Peer Recognition: 100 Bonusly points per month for peer recognition.