Role: GWS Migration Support Engineer (L1/L2)
Location: Toronto, ON (Hybrid)
Market Intel experience is mandatory for this role,
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.