About the Company
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 738,000 people serving clients in more than 120 countries. We embrace the power of change to create long-lasting value for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com to learn more.
Job Description
We are seeking a dedicated and proactive WFH Google Helpdesk Officer to join our Managed Services team. In this 100% remote role, you will be the first point of contact for clients experiencing technical issues related to Google Workspace and other Google cloud services. Your primary focus will be on providing exceptional remote support, troubleshooting problems efficiently, and ensuring our clients receive timely and effective resolutions. This role is crucial for maintaining high client satisfaction and operational continuity within our managed service agreements.
Key Responsibilities
- Provide first-level technical support for Google Workspace (Gmail, Calendar, Drive, Docs, Meet, etc.) and related Google cloud services to managed services clients.
- Respond to helpdesk tickets, emails, and phone calls promptly and professionally, adhering to defined service level agreements (SLAs).
- Diagnose and resolve technical issues, including account access, synchronization problems, application errors, and connectivity concerns.
- Escalate complex issues to senior support engineers or Google technical teams when necessary, ensuring proper documentation and follow-up.
- Document all support interactions, resolutions, and troubleshooting steps accurately in our ticketing system.
- Guide users through step-by-step solutions, both verbally and in writing.
- Assist with user onboarding, offboarding, and configuration changes within Google Workspace environments.
- Contribute to the creation and maintenance of a knowledge base for common issues and resolutions.
- Monitor system health and performance, identifying potential issues before they impact users.
- Participate in ongoing training to stay current with Google Workspace updates and new features.
Required Skills
- Minimum 2 years of experience in an IT helpdesk or technical support role.
- Strong proficiency in administering and supporting Google Workspace environments.
- Excellent troubleshooting and problem-solving skills.
- Exceptional verbal and written communication skills.
- Ability to work independently and as part of a remote team.
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Understanding of basic networking concepts (DNS, VPN, TCP/IP).
- Customer-focused with a strong commitment to service excellence.
Preferred Qualifications
- Google Workspace Administrator certification or similar Google Cloud certifications.
- Experience working in a managed services provider (MSP) environment.
- Familiarity with identity management solutions (e.g., Okta, Azure AD) integrating with Google Workspace.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Professional development opportunities and training programs.
- Employee assistance program.
- Remote work setup stipend.
- Flexible work schedule options.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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