GWS Tech Support Agent T3

GCP Tech Support Agent

As a Cloud Support Agent you are the first point of contact for users experiencing technical hurdles within Google Cloud Platform and Google Workspace. Your goal is to provide rapid empathetic and effective troubleshooting. You will use monitoring dashboards and AI assistants to identify categorize and resolve common infrastructure and collaboration issues ensuring our users stay productive and our systems remain secure.Key Responsibilities Front-Line Troubleshooting

• Issue Triage Monitor incoming tickets via Jira/ServiceNow categorizing them by severity and identifying the core technical problem.
• Platform Support Assist users with common GCP tasks like VM restarts Cloud Storage permissions and Cloud SQL connectivity checks.
• Workspace Management Handle daily GWS tasks such as password resets 2-step verification (2SV) recovery and Shared Drive access issues.
• Runbook Execution Follow standardized Step-by-Step guides to resolve known errors without needing to escalate
• Health Checks Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage disk space or service outages.
• Log Analysis Use Cloud Logging and AI-summa

Category	Requirement
Experience	02 years in IT Support Help Desk or Cloud Operations.
Education	Bachelors in CS/IT or equivalent technical certifications.
GCP Knowledge	Basic understanding of Compute Engine IAM and VPC Networking.
Certifications	Google Cloud Digital Leader (Required) or Associate Cloud Engineer (Preferred).
AI Literacy	Ability to use GenAI (like Gemini) to interpret code snippets or error logs.
Soft Skills	Strong English communication and a customer-first mindset.

Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1