Google Workspace Support Engineer — 2nd Line & On‑Call

Beyond; Taguig; Híbrido; PHP 279 000 - 536 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

HMO coverage for employee + up to two

Sick leave 15 days per year

Annual leave 28 days per year

Birthday leave

Learning days (10 days per year)

Philippine public holidays

Bereavement leave 3 paid days

Parental leave

Hybrid work arrangement

13th month pay

De Minimis allowance

Resumo da oferta

Beyond is seeking a proactive Workspace Support specialist in the Philippines to act as the primary contact for clients on Google Workspace issues. You will follow established guidance to assist customers and coordinate with the deployment and engineering teams.

You will handle frontline inquiries, adhere to SLAs, and participate in on-call rotations. A strong ITIL mindset, English fluency, and Linux basics in VM environments are expected.

Qualificações

• Demonstrated experience in a customer-facing service desk/helpdesk role.
• Experience in a 2nd line or customer-facing service desk in an ITIL environment.
• Understanding of ticket types, SLAs, categorising and prioritising tickets.
• Able to build trust quickly with diverse stakeholders.
• Analytical and methodical in resolving problems using defined steps.
• Able to escalate to relevant teams when needed.
• Curious and willing to apply technology to resolve issues.
• Confident communicator, adapting tech terms to the audience.
• Basic Linux knowledge in VM environments (VMware/VSphere, KVM, Xen).
• Familiar with Zendesk or similar ticketing systems.

Responsabilidades

• Provide support and advice to clients on Google Workspace, following defined processes.
• Adhere to SLA guidelines when handling inquiries.
• Serve as a point of contact for designated MSP customers and escalate tickets as needed.
• Assist Workspace Deployment Specialists and Collaboration Engineers with project work.
• Provide on-call support for clients out-of-hours via a rota system.
• Continuously learn and develop skills to support our customer portfolio.

Conhecimentos

Customer-facing service desk

ITIL knowledge

Ticketing system proficiency

SLA awareness

English communication

Linux basics (VMware/VSphere)

Zendesk or similar

Problem-solving

Stakeholder communication

Ferramentas

Zendesk

VMware/VSphere

KVM

Xen

Descrição da oferta de emprego

Beyond is seeking a proactive Workspace Support specialist in the Philippines to act as the primary contact for clients on Google Workspace issues. You will follow established guidance to assist customers and coordinate with the deployment and engineering teams.

You will handle frontline inquiries, adhere to SLAs, and participate in on-call rotations. A strong ITIL mindset, English fluency, and Linux basics in VM environments are expected.