Senior Workspace Support Engineer

Join SADA as a Senior Google Workspace Support Engineer!

Your Mission 

As a Senior Google Workspace Support Engineer at SADA, you will play a key role in delivering quality managed I.T. services to SADA’s managed services clients. 

The Senior Workspace Support Engineer works closely with the Manager of Enterprise Support Services, and the Workspace Incident Manager to meet the following primary objectives of the Enterprise Support Services organization within SADA:

Responsibilities include: 

• Build and retain a loyal, satisfied client base through quality IT Managed Services delivery.
• Build best practices for the on-going administration, support, and maintenance of Workspace environments.
• Train and develop support engineers in the support and administration of Workspace
• Provide support on a variety of infrastructure deployment projects, operational improvements, creating scripts and automation of tasks and provisioning of resources.

• Day-to-day management and administration of the Workspace platform for internal and client environments. 
• Provide support and consulting for all Workspace core services like Gmail, Drive, Meet, and sites.
• Provide support and consulting for Google Cloud Identity, GCDS, and GCPS.
• Assisting with user identity and SSO issues, including third party SSO providers like OKTA.
• Provide support and consulting on Chrome OS, Chrome Enterprise, and other Google Devices.
• Ensuring accurate and timely resolution for assigned issues.
• Act as a technical escalation resource for Tier 3 issues.
• Train new team members on the Workspace platform and troubleshooting process. 
• Providing front line end user support for multiple clients.
• Escalate issues as needed to Google support and colleagues. 

Pathway to Success 

#MakeThemRave is at the foundation of all our engineering. Our motivation is to provide customers with an exceptional experience in migrating, developing, modernizing, and operationalizing their systems in Google Cloud Platform.

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to estimate accurately, customer feedback at the close of projects, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

As you continue to execute successfully, we will build a customized development plan together that leads you through the engineering or management growth tracks. 

Expectations

Customer Facing - Daily interaction with a variety of clients, engineers (both local and remote) and other client account stakeholders. When appropriate, leverage internal expertise and experience across SADA as required to support assigned clients. The Senior Workspace Engineer collaborates with the Manager of ESS, Workspace Incident Manager, Google support staff, and other team members to ensure support expectations are met.

Onboarding/Training - The first several weeks of onboarding are dedicated to learning and will encompass learning materials/assignments and compliance training, as well as meetings with relevant individuals. Details of the timeline are shared closer to the start date. 

Job Requirements

Required Credentials:

• BA or BS degree or equivalent combination of relevant education and experience

Required Qualifications: 

• 5+ years of work experience in technology, technology consulting, and IT support
• Hands on administration and support experience of Workspace platform
• Proven success working as part of a Service Delivery team
• Proven dedication to enabling quality through continuous improvement
• Exhibits strong decision making and leadership skills
• Excellent verbal and written communication skills.
• Ability to multi-task and manage multiple priorities
• Ability to deal with changing priorities to complete tasks in a short period of time 
• Exceptional organizational and time management skills 
• Solid commitment to customer service with good initiative and follow-through
• Open to being on call for weekends and after hours

Working Knowledge of:

• Google Workspace 
• Google GAM
• Cloud Directory Sync
• App script
• DNS
• DLP
• Google Cloud Platform
• Single sign-on
• Networking Infrastructure
• Windows Desktop OS
• Mac OS
• Chrome OS
• Windows Active Directory
• Exchange Server