What are the responsibilities and job description for the Google Workspace Support Engineer position at Atos-North America?
The future is our choice
About Atos Group
Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. 10 billion, operating in 67 countries under two brands - Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.
Google Workspace Support Engineer
Preferred timezones: Eastern/Central Time USA
Your Life As a GWS / GCP Support Technician:
- Work with a highly skilled global team to support 60 clients across both Google Workspace and GCP
- Assist in support onboarding activities to ensure clients are poised to obtain desired support and have a quality first impression of Atos Support Assist in continuous process improvement efforts for the support processes, standards and tools.
- Work towards an annual certification process to retain certifications in Google Workspace and maintain our Managed Services standing with public cloud providers.
- Ensure knowledge bases are continually updated to capture trends, FAQs, tips, how-tos, in an effort to grow the team's troubleshooting acumen.
- Produce and maintain quality support-oriented metrics both for specific client domains and holistically for the Technical Support team.
- Key contributor in client Quarterly Business Review (QBR) meetings to articulate the Support delivery experience.
- Partner closely with peer teams in Sales, Account Management, Finance and Order Management to coordinate a holistic, positive client experience with Atos and our service delivery.
- Build strategic relationships with Google Support and influence the evolution of Google and Atos support offerings to align with client needs.
Your Expertise:
- Minimum 5 years of experience operating or supporting a public cloud provider environment (Google Workspace & Google Cloud Platform is preferred), as an administrator or in a senior support or operational role.
- 2 years experience configuring, integrating or administering SaaS applications required (Google Workspace experience is preferred).
- 2 years experience managing distributed, global support teams required.
- Experience designing, building and delivering support metrics dashboards and reports for client reviews.
- Strong technical support, empathy, communication, active listening, problem solving, and interpersonal skills.
- Ability to manage client escalations.
- Experience designing and implementing operational support processes and driving process improvement through operational maturity frameworks (e.g., ITIL, etc).
- Continuous learning mindset with desire to grow self as products, clients and methodologies evolve.
- Experience in client-facing technology delivery or support roles preferred.
- Bachelor's Degree preferred.
Atos is an Equal Opportunity Employer: disability/veteran