IT Support Engineer

Responsibilities

• Serve as the primary technical escalation point for all L2 queries related to the Google Workspace suite, including Gmail, Drive, Calendar, and other core services
• Troubleshoot, investigate, and resolve complex user issues, ensuring timely and effective solutions
• Improve quality of service by analyzing ticket data and proposing improvements to processes and SOPs
• Write and maintain clear technical documentation for both end-users and internal IT administrators
• Escalate critical issues to and collaborate with third-party vendor support (e.g., Google) to ensure resolution
• Handle advanced data management tasks, including restoring deleted user emails, recovering files/folders, and transferring file ownership
• Manage security settings, including delegated administrators and domain-wide delegation, to ensure compliance with company policies

Requirements

• In-depth knowledge of the Google Workspace Admin Console: A solid understanding of managing user accounts, groups, and organizational units
• Expertise in Google Workspace Services: Deep knowledge of core products, including Gmail, Google Drive, Google Calendar, and Google Sites, especially their sharing and IAM settings
• Domain & Email Configuration: Strong technical skills in DNS (SPF, DKIM, DMARC), email routing, and email protocols (IMAP/SMTP)
• Professional Workspace Administrator Certification: This certification is required
• Advanced Problem-Solving: Demonstrates strong analytical skills to diagnose and resolve complex technical issues effectively
• Excellent Communication: Fluent in English with the ability to explain complex technical information clearly and concisely to non-technical audiences
• Strong Collaboration: Ability to work effectively with cross-functional teams, including developers, product managers, and other IT personnel
• Time Management: Proven ability to manage time effectively, prioritizing tasks based on urgency and business impact

Benefits

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

About the Company

HelloConnect is a rapidly growing global Business Process Outsourcing company located in Inoza tower, BGC, Manila, th