Workspace Support Engineer

Beyond; Taguig; Hybrid; PHP 279,000 - 536,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer-facing service desk

ITIL knowledge

Ticketing system proficiency

SLA awareness

English communication

Linux basics (VMware/VSphere)

Zendesk or similar

Problem-solving

Stakeholder communication

Tools

Zendesk

VMware/VSphere

KVM

Xen

Job description

Job Description:

How Youll Shape Our Success

The purpose of this role is to act as a point of contact for our clients for Workspace related issues. You will become one with our team, and as such you will aim to support our customers by following the guidance and the processes already in place.

Core Responsibilities

• Provide support and advice to clients on the Google Workspace platform, following the processes & best practices


• Adhere to the service level agreements dealing with enquiries in a professional and timely manner


• Have designated MSP customers to serve as Support contact/escalation, chase proactively in tickets etc.


• Support the Workspace Deployment Specialists and Collaboration Engineers with their project work


• Provide on-call support for clients out-of-hours via a rota system, when needed


• Actively learning and developing skills required to support our customer portfolio

What You’ll Need to Succeed

Essential Skills & Experience:

• 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


• A natural curiosity and experience in applying technology to resolve customer issues


• Be a confident communicator, able to use terminology to suit the stakeholder’s level of technicality.


• Confidence with technology and the Internet


• Has a basic knowledge of change management principles and their relation to projects.


• Excellent English, written and verbal.


• Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen


• Knowledge of Zendesk or other comparable ticketing systems

Desirable Skills & Experience (Optional):

• Technical expertise with the Google Workspace Platform is desirable


• Experience in SaaS/IaaS, specifically Google Cloud Technologies is desirable but not essential

We believe in supporting our team members both professionally and personally. Heres how we invest in you:

Compensation and Financial Wellbeing

• Competitive base salary.


• De Minimis Allowance.


• 13th Month Pay: Equivalent to one month’s base salary, paid every December.

Health and Wellness

• Medical Insurance: HMO coverage for the employee plus up to two dependents (employer-paid).


• Sick Leave: 15 paid days per year, pro-rated from the start date.

Work-Life Balance and Growth

• Annual Leave: 28 days per calendar year (January 1 – December 31), pro-rated based on start date.


• Birthday Leave: An extra paid day off for your birthday.


• Learning Leaves: Ten paid learning days per year.


• Philippine Public Holidays: Statutory holidays are included.


• Bereavement Leave: 3 paid days.


• Parental Leave: Maternity or Paternity leave.


• Flexible Work Arrangement: Hybrid model (two to three days in the office).


• Peer Recognition: 100 Bonusly points per month for peer recognition.

Diversity and Inclusion

At Beyond, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability, or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all.