GCP Tech Support Agent

Virtusa; Bengaluru Urban; On-site; INR 500,000 - 800,000; Full time

Job summary

Virtusa seeks a GCP Tech Support Agent to serve as the first point of contact for users facing technical hurdles in Google Cloud Platform and Google Workspace. You will troubleshoot rapidly with empathy, using monitoring dashboards and AI assistants to identify and resolve issues, ensuring users stay productive.

The role covers front-line troubleshooting, health checks, log analysis, and guided runbook execution with a focus on security and reliability.

Qualifications

• Basic understanding of Compute Engine, IAM, and VPC Networking.

Responsibilities

• Issue triage and monitor incoming tickets, categorize by severity and identify core problems.
• Assist users with common GCP tasks such as VM restarts, Cloud Storage permissions, and Cloud SQL connectivity checks.
• Handle daily Google Workspace tasks like password resets, 2-step verification recovery, and Shared Drive access issues.
• Follow Runbooks and standard Step-by-Step guides to resolve known errors without escalation.
• Monitor Google Cloud Operations Suite for red-line alerts on CPU, disk space, or outages.
• Analyze logs using Cloud Logging and AI-summa.

Skills

IT support

Help desk

Cloud operations

Communication skills

English proficiency

AI literacy

Education

Bachelor's in CS/IT

Google Cloud Digital Leader

Associate Cloud Engineer

Job description

GCP Tech Support Agent
As a Cloud Support Agent, you are the first point of contact for users experiencing technical hurdles within Google Cloud Platform and Google Workspace. Your goal is to provide rapid, empathetic, and effective troubleshooting. You will use monitoring dashboards and AI assistants to identify, categorize, and resolve common infrastructure and collaboration issues, ensuring our users stay productive and our systems remain secure.

• Issue Triage Monitor incoming tickets via Jira/ServiceNow, categorizing them by severity and identifying the core technical problem.
• Platform Support Assist users with common GCP tasks like VM restarts, Cloud Storage permissions, and Cloud SQL connectivity checks.
• Workspace Management Handle daily GWS tasks such as password resets, 2-step verification (2SV) recovery, and Shared Drive access issues.
• Runbook Execution Follow standardized \"Step-by-Step\" guides to resolve known errors without needing to elevate
• Health Checks Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage, disk space, or service outages.
• Log Analysis Use Cloud Logging and AI-summa
  

GCP Tech Support Agent
As a Cloud Support Agent, you are the first point of contact for users experiencing technical hurdles within Google Cloud Platform and Google Workspace. Your goal is to provide rapid, empathetic, and effective troubleshooting. You will use monitoring dashboards and AI assistants to identify, categorize, and resolve common infrastructure and collaboration issues, ensuring our users stay productive and our systems remain secure.

Key Responsibilities Front-Line Troubleshooting

• Issue Triage Monitor incoming tickets via Jira/ServiceNow, categorizing them by severity and identifying the core technical problem.
• Platform Support Assist users with common GCP tasks like VM restarts, Cloud Storage permissions, and Cloud SQL connectivity checks.
• Workspace Management Handle daily GWS tasks such as password resets, 2-step verification (2SV) recovery, and Shared Drive access issues.
• Runbook Execution Follow standardized \"Step-by-Step\" guides to resolve known errors without needing to Escalate
• Health Checks Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage, disk space, or service outages.
• Log Analysis Use Cloud Logging and AI-summa
  

Category

Requirement

Experience

0–2 years in IT Support, Help Desk, or Cloud Operations.

Education

Bachelor’s in CS/IT or equivalent technical certifications.

GCP Knowledge

Basic understanding of Compute Engine, IAM, and VPC Networking.

Certifications

Google Cloud Digital Leader (Required) or Associate Cloud Engineer (Preferred).

AI Literacy

Ability to use GenAI (like Gemini) to interpret code snippets or error logs.

Soft Skills

Strong English communication and a \"customer-first\" mindset.