Working Student – Support Engineer, Part-time
NTT DATA Romania
Azure
Job Level
Mid-LevelSenior
Tech Stack
CloudLinuxVMware
About the role
- Join Europe's leading, high-growth Google Cloud consultancy (Qodea), delivering data, analytics, AI, cloud infrastructure and security solutions.
- Support engineer role solving customer issues using technology and following established processes.
- Required to spend at least 60% of time on-site at company offices or client sites.
- Act as point of contact for clients for Google Workspace related issues; follow guidance and processes.
- Provide support and advice to clients on the Google Workspace platform, following processes and best practices.
- Adhere to service level agreements and resolve enquiries professionally and timely.
- Serve as designated MSP support contact/escalation and proactively chase tickets.
- Support Workspace Deployment Specialists and Collaboration Engineers with project work.
- Provide on-call support for clients out-of-hours via a rota system when needed.
- Actively learn and develop skills required to support the customer portfolio.
Requirements
- 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
- Be a confident communicator, able to use terminology to suit the stakeholder’s level of technicality.
- Basic knowledge of change management principles and their relation to projects.
- Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen
- Knowledge of Zendesk or other comparable ticketing systems
