A Digital Transformation Company
Senior Workspace Support Engineer
Location
Illinois
Posted
99 days ago
Salary
$80 - $100 / hour
Seniority
Senior
Job Description
Senior Workspace Support Engineer
Ole & Lena Digital
• Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome. • Guide customers on best practices for setup/configuration to achieve desired results. • Analyze legacy practices/data and configure appropriately in new environments. • Conduct customer reviews prior to release to confirm acceptance of data/configuration. • Maintain accurate activity records and timely updates for reporting and (where applicable) billing. • Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements). • Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management). • Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.
Job Requirements
- 5+ years supporting Google Workspace in a production support environment.
- Comfortable with rotational and weekend shifts and participating in on-call.
- Advanced knowledge of Google Voice, ChromeOS Management, and Device Management.
- Intermediate knowledge of GCDS.
- Strong incident management and ticketing discipline; experience with tools like ServiceNow and/or JIRA.
- Proven ability to handle escalations and mentor teammates.
- Excellent written/verbal communication with the ability to communicate effectively with executive-level stakeholders.
- Strong analytical skills; ability to manage multiple workstreams in a deadline-driven environment.
- Experience producing technical assets/documentation (e.g., architecture designs, technical docs).
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