IT Support Engineer

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen.

The Core team builds the technical foundation behind Google’s flagship products. We are owners and advocates for the underlying design elements, developer platforms, product components, and infrastructure at Google. These are the essential building blocks for excellent, safe, and coherent experiences for our users and drive the pace of innovation for every developer. We look across Google’s products to build central solutions, break down technical barriers and strengthen existing systems. As the Core team, we have a mandate and a unique opportunity to impact important technical decisions across the company.

Responsibilities

• Provide remote user support that includes root cause analysis of IT issues on multiple technologies and platforms, including hardware, software, tools, services, networks, integrated video and audio conferencing equipment.
• Use insights gained through direct support to advocate for users, working with partner teams to identify problematic user journeys and prioritize solutions.
• Partner with and lead peers, vendors and other technical support teams to coordinate troubleshooting process and resolution for incidents and problems in a timely manner.
• Develop scripts, tools, processes or solutions to prevent problems, improve user productivity and automate recurring tasks as part of global service improvements.
• Travel to provide IT support in distributed offices, events and work on global projects.

Minimum qualifications:

• Bachelor’s Degree in Information Systems, Information Technology, Applied Networking, System Administration or equivalent practical experience.
• 2 years of experience as a Support or Operations Engineer.
• Experience with Linux, IT, and Networking Hardware and Software concepts.

Preferred qualifications:

• Completion of a relevant technical certification (e.g., Grow with Google - IT Support Certificate or other certifications).
• 6 months of experience, including deploying and supporting desktops/laptops, phone systems, video conferencing and various wireless devices.
• Experience in troubleshooting, customer Service, networking, mobile devices, Linux, communication, security, problem solving.