Qodea

Workspace Support Engineer

Qodea

full-time

Posted on:

Origin:  • 🇷🇴 Romania

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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