Google Workspace Support Specialist

Role & responsibilities

• Provide Advanced Google Workspace Support:
• Act as the primary escalation point for Level 1 support, addressing complex and challenging Google Workspace technical issues.
• Conduct in-depth troubleshooting and analysis of Google Workspace applications and services (Gmail, Drive, Docs, Sheets, Slides, Calendar, Meet, Chat, etc.).
• Investigate and resolve issues related to user accounts, permissions, data migration, integrations with other systems, and advanced configurations.
• Provide expert guidance and support to users on advanced features and functionalities of Google Workspace.
• Manage and Maintain the Google Workspace Environment:
• Proactively monitor the health and performance of Google Workspace services, identifying and resolving potential issues.
• Implement and manage security policies, data loss prevention (DLP) rules, access controls, and other security measures.
• Manage and configure Google Workspace settings, including organizational units (OUs), groups, user roles, and directory synchronization.
• Perform system updates, upgrades, and migrations, minimizing disruptions to users.
• Ensure compliance with relevant security and data privacy regulations.
• Implement and Support New Google Workspace Features:
• Stay up-to-date with new Google Workspace releases, features, and best practices.
• Evaluate, test, and implement new features and functionalities, ensuring seamless integration with existing systems.
• Develop and deliver training and documentation to users on new features and updates.
• Collaborate with Other IT Teams:
• Work closely with other IT teams (e.g., network, security, applications) to resolve complex cross-functional technical issues.
• Participate in IT projects and initiatives related to Google Workspace, contributing expertise and support.
• Develop and Maintain Documentation:
• Create and maintain comprehensive documentation on Google Workspace configurations, troubleshooting guides, best practices, and FAQs.
• Contribute to the knowledge base and internal documentation resources, ensuring information is accurate and up-to-date.
• Contribute to Service Desk Improvement:
• Identify recurring issues and trends, recommending solutions and improvements to prevent future occurrences.
• Proactively identify areas for improvement in Google Workspace processes and support procedures.
• Participate in team meetings, training sessions, and knowledge sharing activities.

Preferred candidate profile

• Advanced Google Workspace Knowledge: Deep understanding of Google Workspace architecture, administration, troubleshooting, security, and best practices.
• Technical Expertise: Strong technical skills in areas such as networking, security, operating systems, cloud computing, and identity management.
• Problem-Solving and Analytical Skills: Ability to analyze complex technical problems, identify root causes, and develop effective solutions.
• Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Customer Service Orientation: Strong commitment to providing exceptional customer service and support.
• Teamwork and Collaboration: Ability to work effectively with other IT team members, stakeholders, and users.
• 3+ years of experience providing technical support, with at least 2 years focused on Google Workspace administration and support.
• Relevant Google Workspace certifications (e.g., Google Workspace Administrator, Google Workspace Security Specialist) are highly desirable.

Perks and benefits