IT Support Engineer (Google)

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

1. Main purpose of the job

As an IT Support Engineer for Google Workspace, you'll play a crucial role in maintaining and evolving our primary productivity platform. This is more than a support role; you will actively enhance our systems by implementing automation, proposing process improvements, and driving efficiency. Working as a key technical expert, you'll resolve complex challenges and empower our global teams to collaborate more effectively, making a direct and tangible impact on productivity.

You'll handle the advanced day-to-day administration, configuration, and support for our Google Workspace suite. This involves serving as an escalation point for complex technical issues, managing user and domain settings, and providing expert consultation on all Google services. You'll be on the front lines, ensuring our core collaboration tools run smoothly for everyone.

Your role also involves diagnosing and resolving challenging technical issues, providing delegate support for confidential matters, and creating clear documentation for both end-users and fellow engineers. Strong problem-solving skills and the ability to communicate technical information clearly are essential, as you'll collaborate with various teams to understand their needs and provide reliable, expert support.

2. Responsibilities and duties

• Serve as the primary technical escalation point for all L2 queries related to the Google Workspace suite, including Gmail, Drive, Calendar, and other core services.
• Troubleshoot, investigate, and resolve complex user issues, ensuring timely and effective solutions.
• Improve quality of service by analyzing ticket data and proposing improvements to processes and SOPs.
• Write and maintain clear technical documentation for both end-users and internal IT administrators.
• Escalate critical issues to and collaborate with third-party vendor support (e.g., Google) to ensure resolution.
• Handle advanced data management tasks, including restoring deleted user emails, recovering files/folders, and transferring file ownership.
• Manage security settings, including delegated administrators and domain-wide delegation, to ensure compliance with company policies.

3. Skills and preferred qualifications

Required Hard Skills:

• In-depth knowledge of the Google Workspace Admin Console: A solid understanding of managing user accounts, groups, and organizational units.
• Expertise in Google Workspace Services: Deep knowledge of core products, including Gmail, Google Drive, Google Calendar, and Google Sites, especially their sharing and IAM settings.
• Domain & Email Configuration: Strong technical skills in DNS (SPF, DKIM, DMARC), email routing, and email protocols (IMAP/SMTP).
• Professional Workspace Administrator Certification: This certification is nice to have. 

Required Soft Skills:

• Advanced Problem-Solving: Demonstrates strong analytical skills to diagnose and resolve complex technical issues effectively.
• Excellent Communication: Fluent in English with the ability to explain complex technical information clearly and concisely to non-technical audiences.
• Strong Collaboration: Ability to work effectively with cross-functional teams, including developers, product managers, and other IT personnel.
• Time Management: Proven ability to manage time effectively, prioritizing tasks based on urgency and business impact.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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