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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support within the Google Workspace platform, with a strong understanding of service management principles and ticketing systems. Capable of effectively communicating with clients and resolving issues through methodical troubleshooting and collaboration.
Highest-signal resume keywords
Customer-Facing Service Desk ExperienceService Management KnowledgeProblem Analysis and ResolutionGoogle Workspace Platform ExpertiseZendesk or Comparable Ticketing Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service ManagementTroubleshootingGoogle WorkspaceLinuxVMwareVSphereKVMXenSaaSIaaS
Soft Skills
Confident CommunicationAdaptabilityCuriosity
Tools & Technologies
ZendeskGoogle Cloud Technologies
Industry Keywords
ITILService Level AgreementsTicket CategorisationCustomer EscalationChange Management
Tech Stack
Tools & technologiesCloudLinuxVMware
About the role
Key responsibilities & impact- Provide support and advice to clients on the Google Workspace platform according to processes and best practices
- Adhere to service level agreements and handle enquiries professionally and promptly
- Serve designated MSP customers as a support contact/escalation point and proactively chase tickets
- Support Workspace Deployment Specialists and Collaboration Engineers with project work
- Provide out-of-hours on-call client support through a rota system when needed
- Actively learn and develop skills required to support the customer portfolio
- Spend regular quality time on site at company offices or client locations for collaboration sessions, customer meetings, and internal workshops
Requirements
What you’ll need- Demonstrable experience in a customer-facing service desk/helpdesk role
- Prior experience in a Support & Operations environment, in a 2nd line or customer-facing service desk/helpdesk role, preferably in an ITIL environment
- Strong understanding of Service Management key components, including ticket types, SLAs, and ticket categorisation/prioritisation
- Ability to analyse and methodically resolve problems following pre-established troubleshooting steps
- Ability to involve relevant team members when a customer escalation is raised
- Curiosity and experience applying technology to resolve customer issues
- Confident communication skills and ability to adapt terminology to the stakeholder’s technical level
- Basic knowledge of change management principles and their relation to projects
- Basic experience with Linux in virtual machine environments: VMware, vSphere, KVM, and Xen
- Knowledge of Zendesk or comparable ticketing systems
- Excellent written and verbal English
- Technical expertise with Google Workspace Platform is desirable
- Experience in SaaS/IaaS, specifically Google Cloud Technologies, is desirable but not essential
Benefits
Comp & perks- Competitive base salary
- Discretionary company bonus scheme
- Employee referral scheme
- Meal Vouchers
- Health Care Package
- Life and Health Insurance
- Bookster
- 28 days of annual leave
- Floating bank holidays
- An extra paid day off on your birthday
- Ten paid learning days per year
- Flexible working hours
- Sabbatical leave (after 5 years)
- Work from anywhere (up to 3 weeks per year)
- Industry-recognised training and certifications
- Bonusly: employee recognition and rewards platform
- Clear opportunities for career development
- Length of Service Awards
- Regular company events