Workspace Support Engineer

Join Europe's leading, high-growth Google Cloud consultancy. At Qodea, you’ll be part of a team energised by innovation and passionate about delivering exceptional results. We craft cutting-edge solutions in data and analytics, AI, cloud infrastructure and security, driving digital transformation that empowers our customers to scale, modernise and lead in their industries. We’re driven by ideas and powered by our people.

We're looking for a support engineer who’s naturally curious and experienced in using technology to solve customer issues.

We really value in-person collaboration, so we're looking for you to spend at least 60% of your time on-site. This means being at our company offices or at a client's site.

How You’ll Shape Our Success:

The purpose of this role is to act as a point of contact for our clients for Workspace related issues. You will aim to support our  customers by following the guidance and the processes already in place.

What You’ll Do:

• Provide support and advice to clients on the Google Workspace platform, following  the processes & best practices 
• Adhere to the service level agreements dealing with enquiries in a professional and timely manner
• Have designated MSP customers to serve as Support contact/escalation, chase proactively in tickets etc.
• Support the Workspace Deployment Specialists and Collaboration Engineers with their project work 
• Provide on-call support for clients out-of-hours via a rota system, when needed
• Actively learning and developing skills required to  support our customer portfolio

What You’ll Need to Succeed:

• Demonstrable experience in a customer-facing service desk/helpdesk role

• Prior experience in a Support & Operations environment, in a 2nd line or in a customer-facing service desk/helpdesk role preferably, in an ITIL environment 
• A strong understanding  of the Service  Management key  components: including ticket types, SLA’s and the importance of being able to correctly categorise/prioritise tickets
• Able to build trust quickly and adapt to a variety of different people and situations
• The ability to analyse and methodically resolve problems, following the pre-established set of troubleshooting steps
• Able to swiftly involve the relevant team members, when a customer escalation is raised
• Be a confident communicator, able to use terminology to suit the stakeholder’s level of technicality.
• Basic knowledge of change management principles and their relation to projects.
• Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen
• Knowledge of Zendesk or other comparable ticketing systems

How You’ll Grow: 

Exceptional performance in this role can lead to advancement opportunities within our career framework or internal opportunities with other business areas, aligned with your career aspirations and business needs.

Potential career development could include progression to the next level or cross-skilling into related roles, such as Core and/or Senior Workspace Engineer, based on performance and ongoing development.

Financial:

• Discretionary company bonus scheme.
• Employee referral scheme.
• Meal Vouchers.

Health & Wellbeing:

• Health Care Package.
• Life and Health Insurance. 
• Bookster.

Time Off & Flexibility: 

• 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).

Development & Recognition: 

• Industry-recognised training & certifications.
• Bonusly: employee recognition and rewards platform.
• Clear opportunities for career development.
• Length of Service Awards.

Extra Perks:

• Regular company events.

Diversity and Inclusion Statement

At Qodea, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all. If you feel we can improve in any way, please reach out to our careers team via email at [email protected] or connect with us on LinkedIn via our Qodea Company Page.