GWS Migration Support

Rivago Infotech Inc; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Rivago Infotech Inc in Toronto is seeking a proactive Google Workspace Technical Support Engineer to deliver Tier 1 and 2 support after a Google Workspace migration. You will troubleshoot issues, guide users through new workflows, and collaborate with cross-functional teams to ensure a seamless user experience.

The role includes mobile/workstation configuration, access management, and knowledge base updates.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Experience supporting Google Workspace environments.
• Strong troubleshooting and problem-solving skills.
• Knowledge of user access management and identity-related processes.
• Experience with ticketing systems and incident management processes.
• Familiarity with mobile device configuration and support.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work with diverse user groups.

Responsibilities

• Provide Tier 1 and Tier 2 support for Google Workspace apps (Gmail, Calendar, Docs, Sheets, Slides).
• Diagnose and resolve issues related to email delivery, calendar sync, document access, permissions, and integrations.
• Troubleshoot and elevate complex issues to higher-tier teams or migration leads.
• Track incidents through resolution and ensure user satisfaction.
• Educate users on Google Workspace features and best practices post-migration.
• Assist users with Google Mail/Calendar on mobile devices.
• Guide users migrating from legacy Microsoft workstation apps and explain approved alternatives.
• Create, update, and maintain knowledge base articles and FAQs.

Skills

Troubleshooting

Verbal and written communication

Customer service

User access management

Ticketing systems

Mobile device configuration

Education

Bachelor's degree in Computer Science/IT

Tools

Ticketing systems

Incident management tools

ITIL knowledge

Job description

Location: Toronto, ON (Hybrid)

We are seeking a proactive and customer-focused Google Workspace Technical Support Engineer to provide Tier 1 and Tier 2 support for users following a Google Workspace migration. The ideal candidate will troubleshoot technical issues, guide users through new workflows, support mobile and workstation configurations, and collaborate with cross-functional teams to ensure a seamless user experience.

Key Responsibilities

• Provide Tier 1 and Tier 2 support for Google Workspace applications, including Gmail, Google Calendar, Google Docs, Google Sheets, and Google Slides.
• Diagnose and resolve issues related to email delivery, calendar synchronization, document access, permissions, application integrations, and general Google Workspace functionality.
• Perform initial troubleshooting of complex technical issues and elevate unresolved cases to higher-tier support teams, Migration Leads, or Solution Architects.
• Track incidents through to resolution, ensuring timely updates and user satisfaction.
• Educate users on Google Workspace features, best practices, and new ways of working following migration.
• Assist users with configuration and troubleshooting of Google Mail and Calendar on mobile devices.
• Support users transitioning from legacy Microsoft workstation applications and provide guidance on approved alternatives and exception processes.
• Create, update, and maintain knowledge base articles, FAQs, and self-service documentation based on recurring user issues.
• Collect user feedback, identify adoption challenges, and communicate improvement opportunities to Change Management and Project teams.
• Collaborate with technical, project, and change management teams to address systemic issues and improve support processes.
• Monitor support ticket trends and generate reports to provide insights into recurring issues and user adoption patterns.
• Manage user access requests, permissions, and account-related support activities.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience supporting Google Workspace environments.
• Strong troubleshooting and problem-solving skills.
• Knowledge of user access management and identity-related processes.
• Experience with ticketing systems and incident management processes.
• Familiarity with mobile device configuration and support.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work with diverse user groups.

Preferred Qualifications

• Experience supporting large-scale Google Workspace migration programs.
• Understanding of Microsoft 365 and hybrid collaboration environments.
• Knowledge of ITIL processes and service management best practices.
• Experience creating technical documentation and knowledge base articles.
• Exposure to change management and user adoption initiatives.