Google Workspace Support Engineer (2nd Line)

Beyond; Taguig; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

De Minimis Allowance

13th Month Pay

Medical Insurance (HMO) for employee +

Dependents

Sick Leave: 15 days

Annual Leave: 28 days

Birthday Leave

Learning Leaves: 10 days

Philippine Public Holidays

Bereavement Leave

Parental Leave

Hybrid work model

Peer Recognition: 100 Bonusly points

Job summary

Beyond is seeking a dedicated Workspace Support Specialist to serve as a main contact for clients with Google Workspace issues. You will collaborate with Deployment Specialists and Engineers to drive project work, provide timely on-call support, and uphold standard processes.

Strong English communication and ITIL familiarity are essential. The role emphasizes a proactive, service-oriented posture, with ongoing learning and improvement, in a hybrid setup based in the Philippines.

Qualifications

• Experience in a customer-facing service desk/helpdesk role.
• Experience in a Support & Operations environment, preferably in ITIL.
• Understanding of service management components: tickets, SLA, categorization/prioritization.
• Ability to build trust quickly and adapt to different people and situations.
• Analytical and methodical problem-solving with predefined steps.
• Ability to escalate to relevant teams for customer issues.
• Strong English communication, written and spoken.
• Basic knowledge of Linux in VM environments (VMware/VSphere/KVM/Xen).
• Familiarity with ticketing systems like Zendesk.

Responsibilities

• Provide support and advice to clients on Google Workspace, following processes and best practices.
• Adhere to SLA and resolve inquiries professionally and promptly.
• Act as MSP contact/escalation for designated customers and chase tickets.
• Support Workspace Deployment Specialists and Collaboration Engineers with projects.
• Provide on-call support for clients outside business hours on a rota.
• Continuously learn and develop skills to support our customer portfolio.

Skills

Customer support

ITIL

SLA knowledge

Communication

Problem solving

Change management

English proficiency

Linux VM basics

Tools

Zendesk

VMware

VSphere

KVM

Job description

Beyond is seeking a dedicated Workspace Support Specialist to serve as a main contact for clients with Google Workspace issues. You will collaborate with Deployment Specialists and Engineers to drive project work, provide timely on-call support, and uphold standard processes.

Strong English communication and ITIL familiarity are essential. The role emphasizes a proactive, service-oriented posture, with ongoing learning and improvement, in a hybrid setup based in the Philippines.