Google Workspace Support Engineer

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

Job Description

About the Role

We are looking for a Google WorkspaceSupport Engineer to provide technical support, troubleshooting, andadministration for Google Workspace ecosystems including Gmail, Google Drive,Google Meet, Google Calendar, Google Chat, Google Docs, Sheets, Slides, GoogleAdmin Console, and related productivity tools. You will be the trustedtechnical partner for our clients, ensuring seamless user experiences and swiftresolution of issues.

Key Responsibilities

Technical Support & Troubleshooting

• Provide First Call Resolution (FCR) technical support via phone, email, and remote desktop tools for Google Workspace applications and services.
• Perform first and second-level troubleshooting for incidents related to Gmail, Drive, Meet, Calendar, Chat, Docs, Sheets, Slides, and other Google Workspace tools.
• Resolve high-priority incidents independently and provide timely solutions.
• Troubleshoot and resolve issues related to user access, authentication, SSO, MFA, and account provisioning.
• Support Google Workspace integrations with third-party applications and services.

Administration & Configuration

• Administer Google Workspace environments including user management, group policies, organizational units, and security configurations via Google Admin Console.
• Manage user accounts (creation, password resets, suspension, deletion) and licenses.
• Configure and support Google Meet hardware and meeting room solutions.
• Manage Google Drive file sharing, permissions, and storage policies.
• Support Google Workspace security settings including Data Loss Prevention (DLP), security alerts, and compliance configurations.

Incident & Request Management

• Classify, prioritize, and track incidents and service requests, ensuring timely updates and closure with accurate documentation.
• Escalate complex issues to resolver groups or Google support as required.
• Furnish timely updates to clients on issue status and manage customer expectations.
• Maintain ownership of cases until closure, ensuring all required information is documented.

Knowledge Management & ContinuousImprovement

• Update shared knowledge repositories with troubleshooting guides, workarounds, and solutions.
• Liaise with second-level support on product enhancements and train team members on new features and best practices.
• Identify opportunities for process improvements and automation to enhance service quality.
• Participate in Google Workspace implementation, migration, and upgrade projects.

Client Experience & Collaboration

• Provide excellent customer service and build trusted relationships with clients.
• Collaborate with cross-functional teams including IT operations, security, and application teams to align solutions with business needs.
• Manage customer expectations and escalate unusual surge issues or service level variations to the Team Lead.

Requirements & Qualifications

Essential Qualifications

• Proficient in spoken and written English.
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones.
• Knowledge and hands-on experience with Google Workspace ecosystems/applications (Gmail, Drive, Meet, Calendar, Chat, Docs, Sheets, Slides, etc.).
• Familiarity with Google Admin Console (user management, licenses, service health, organizational units).
• Understanding of identity and access management (Google Cloud Identity, SSO, MFA).

Preferred Attributes

• Experience with Google Workspace migration from other platforms (e.g., Microsoft 365) or from another Google Tenant
• Familiarity with Google Vault, DLP, security alerts, and compliance features .
• Experience supporting Google Workspace APIs and integrations .
• Good understanding of hardware, peripherals, WiFi, and LAN connectivity.
• Experience in supporting macOS and mobile device management (MDM).

Certifications

• Google Workspace Administrator Certification (strongly preferred).
• ITIL 4 Foundation (preferred).

WHAT’S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun anPrimary Purpose

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to khalid@aven-sys.com. Your interest will be treated with strict confidentiality.