Google Desktop and Infrastructure Support

2 weeks ago

Melbourne City Centre, Australia HAYS Full time

Google Collaboration Platform | Google Workspace Administration Console | Google Chrome Devices

**Your new company**
Victorian State Government organisation based in Melbourne’s CBD.

**Your new role**
You will be a Level 2 Google Desktop and Infrastructure Support Technician and assist with Google tenant migrations as part of a large program of work delivering ICT improvements to Victorian Schools. Working closely with Business Analysts, School Technicians, Google Technicians, and 3rd party Vendors, you will be responsible for resolving and minimising downtime for school staff and students by working to resolve Google Workspace issues related to the Google tenant migration.

**Role and responsibilities**:

- Working with the Google technical leads, technical analyst, and School Technicians to resolve incidents related to the data migration from Google's school tenant to the department’s central Google tenant.
- Provide hypercare support to local School Technicians post migration.
- Provide first-level and second-level technical support to staff /students who have migrated to the central tenant.
- Manage and document incidents and problems in ServiceNow.
- Respond to support escalations and incidents; investigate, analyse, document and report on the root cause.
- Where required, escalate and work with Level 3 engineers and business analysis to troubleshoot incidents.
- Assist in Google Classroom creations or other migration activities as directed by the Team Lead.
- Ensure Information Security best practice is followed, and work is compliant with internal and external audit and regulatory requirements.

**What you'll need to succeed**
- Experience with Google Collaboration Platform and Tools
- Experience in using Google Workspace Administration Console
- Experience in managing Google Chrome Devices and iOS, Android devices.
- Experience with Workspace mail flow
- Ability to provide L2 support for Google products (preferably Google Workspace for Education).
- Strong analytical and problem-solving ability
- Excellent communicator, both written and verbal.
- Experience with PowerShell Scripting / Graph API is highly desirable.
- Strong track record in working in a customer-focused, dynamic, highly complex organization, responsible for operations and/or process execution.
- Ability to solve problems quickly, develop workflow and automate processes to deliver efficiencies.
- Understanding of network dependencies, downstream impacts and system and service dependencies for collaboration platforms.
- Knowledge of cloud security and compliance requirements

**What you'll get in return**
- Initial contract until 29 June 2024 + extensions
- Market rates
- Great work culture

**What you need to do now**

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