Role: GWS Migration Support Engineer (L1/L2)
Location: Toronto, ON (Hybrid)
Job description:
We are seeking a proactive and customer-focused Google Workspace Technical Support Engineer to provide Tier 1 and Tier 2 support for users following a Google Workspace migration. The ideal candidate will troubleshoot technical issues, guide users through new workflows, support mobile and workstation configurations, and collaborate with cross-functional teams to ensure a seamless user experience.
Key Responsibilities
· Provide Tier 1 and Tier 2 support for Google Workspace applications, including Gmail, Google Calendar, Google Docs, Google Sheets, and Google Slides.
· Diagnose and resolve issues related to email delivery, calendar synchronization, document access, permissions, application integrations, and general Google Workspace functionality.
· Perform initial troubleshooting of complex technical issues and escalate unresolved cases to higher-tier support teams, Migration Leads, or Solution Architects.
· Track incidents through to resolution, ensuring timely updates and user satisfaction.
· Educate users on Google Workspace features, best practices, and new ways of working following migration.
· Assist users with configuration and troubleshooting of Google Mail and Calendar on mobile devices.
· Support users transitioning from legacy Microsoft workstation applications and provide guidance on approved alternatives and exception processes.
· Create, update, and maintain knowledge base articles, FAQs, and self-service documentation based on recurring user issues.
· Collect user feedback, identify adoption challenges, and communicate improvement opportunities to Change Management and Project teams.
· Collaborate with technical, project, and change management teams to address systemic issues and improve support processes.
· Monitor support ticket trends and generate reports to provide insights into recurring issues and user adoption patterns.
· Manage user access requests, permissions, and account-related support activities.
Required Qualifications
· Bachelor's degree in Computer Science, Information Technology, or a related field.
· Experience supporting Google Workspace environments.
· Strong troubleshooting and problem-solving skills.
· Knowledge of user access management and identity-related processes.
· Experience with ticketing systems and incident management processes.
· Familiarity with mobile device configuration and support.
· Excellent verbal and written communication skills.
· Strong customer service orientation and ability to work with diverse user groups.
Preferred Qualifications
· Experience supporting large-scale Google Workspace migration programs.
· Understanding of Microsoft 365 and hybrid collaboration environments.
· Knowledge of ITIL processes and service management best practices.
· Experience creating technical documentation and knowledge base articles.
· Exposure to change management and user adoption initiatives.
