Cloud Support Analyst

Who We Are!

At Maven Wave, we are relentless in hiring the industry’s top talent. Each employee is hand-picked not only for their skills, but for their personality and broad expertise. We are looking for this rare combination of talent that sets us apart in the industry.

Maven Wave helps leading companies make the shift to digital and shorten the fuse to innovation. We combine the expertise of top-tier consulting with the agility of a cutting-edge technology firm. This multidisciplinary blend of skills allows us to create unique digital advantages for our clients. Maven Wave’s digital solutions are agile, mobile, rooted in analytics, and built in the cloud.

Your Life As A Maven:

Our Cloud Support Analysts are passionate about supporting our customers at the highest level.  They embody this by emphasizing rigorous process and clear, concise communications, troubleshooting and critical thinking. They create successful outcomes by responding quickly to incidents and alerts, and collaborating with clients and colleagues to solve them quickly. Finally you will be ensuring all SLA's are met and work with the Manager,  Global Support to address all concerns for all customers within Google Workspace.

You will be client facing for our customers externally and ensure their compliance with their enterprise owned devices. You will work with the Support Desk Manager and Security Response Team to strategize and address their security concerns throughout the fleet. 

• Serve as the first point of contact for end users seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by end users
• Walk the user through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update end user status and information
• Pass on any feedback or suggestions by end users to the appropriate internal team
• Identify and suggest possible improvements on procedures

Your Expertise:

• 1-3 years of Google Workspace technical support experience or Bachelor’s Degree. 
• Expertise or knowledge with public cloud experience, such as Google, Amazon, or Azure (Google Workspace is strongly preferred).
• Experience with phone, email and ticketing system support. 
• Ability to build client relationships with customers for further troubleshooting issues. 
• Critical thinking skills to use judgment when further troubleshooting.

Your X-Factor:

• Aptitude - You have an innate capacity to transition from project to project without skipping a beat.
• Communication - You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact - You are a critical thinker with an emphasis on creativity and innovation.
• Passion - You have the drive to succeed paired with a continuous hunger to learn.
• Leadership - You are trusted, empathetic, accountable, and empower others around you.

Why We’re Proud To Be Mavens!

• Google Cloud’s Technology Partner of the Year in Infrastructure, 2021
• AWS Mainframe Migration Competency Achievement, 2021
• Google Cloud Social Impact Partner of the Year, Atos, 2020
• Top Small Workplaces, Chicago Tribune, #33, 2020
• Crain’s Chicago Business Fast 50 List, #22, 2020
• Global Women in Telco and Tech Awards, Marketing or Social Campaign of the Year, 2020
• Great Place to Work and FORTUNE, Best Workplaces in Consulting and Professional Services, #9, 2020
• Inc. 5000 Series: Midwest List of Top Businesses, #118, 2020
• Built In Chicago’s Best Midsize Companies to Work for List
• Great Place to Work’s Best Workplaces in Chicago
• Great Place to Work Certified

Ready to Learn More?

• Digital Transformation at Maven Wave
• Check out our Corporate Team
• See what Glassdoor has to say
• Real Customer Stories