Workspace Support Engineer

Employment: Full-time Work where work matters. We are a global technology group built for what's next, offering high calibre professionals the platform for high stakes work, the kind of work that defines an entire career. When you join us, you're not just taking on projects, you're solving problems that don't even have answers yet. You will join an exclusive roster of talent that global leaders, including Google, Snap, Diageo, PayPal, and Jaguar Land Rover call when deadlines seem impossible, when others have already tried and failed, and when the solution absolutely has to work.

 Forget routine consultancy. You will operate where technology, design, and human behaviour meet to deliver tangible outcomes, fast. This is work that leaves a mark, work you’ll be proud to tell your friends about. We look for people who embody: Innovation to solve the hardest problems. ‍ Accountability for every result. ‍ Integrity always. About The Role Provide support and advice to clients on the Google Workspace platform, following the processes & best practices Adhere to the service level agreements dealing with enquiries in a professional and timely manner Have designated MSP customers to serve as Support contact/escalation, chase proactively in tickets etc. Support the Workspace Deployment Specialists and Collaboration Engineers with their project work Provide on-call support for clients out-of-hours via a rota system, when needed Actively learning and developing skills required to support our customer portfolio This role is designed for impact, and we believe our best work happens when we connect. While we operate a flexible model, we expect you to spend regular quality time on site (at our offices or a client location) for collaboration sessions, customer meetings, and internal workshops. What Success Looks Like Essential Skills & Experience: Demonstrable experience in a customer-facing service desk/helpdesk role Prior experience in a Support & Operations environment, in a 2nd line or in a customer-facing service desk/helpdesk role preferably, in an ITIL environment Strong understanding of the Service Management key components: including ticket types, SLA’s and the importance of being able to correctly categorise/prioritise tickets Able to build trust quickly and adapt to a variety of different people and situations The ability to analyse and methodically resolve problems, following the pre-established set of troubleshooting steps Able to swiftly involve the relevant team members, when a customer escalation is raised Natural curiosity and experience in applying technology to resolve customer issues Be a confident communicator, able to use terminology to suit the stakeholder’s level of technicality. Basic knowledge of change management principles and their relation to projects. Basic experience with Linux in Virtual Machine environments: VMware / VSphere, KVM, Xen Knowledge of Zendesk or other comparable ticketing systems Excellent English, written and verbal. Desirable Skills & Experience (Optional): Technical expertise with the Google Workspace Platform is desirable Experience in SaaS/IaaS, specifically Google Cloud Technologies is desirable but not essential Our Benefits We believe in supporting our team members both professionally and personally. Here's how we invest in you: Compensation and Financial Well-being Competitive base salary. Discretionary company bonus scheme. Employee referral scheme. Meal Vouchers. Health and Wellness Health Care Package. Life and Health Insurance. Work-Life Balance and Growth Bookster. 28 days of annual leave. Floating bank holidays. An extra paid day off on your birthday. Ten paid learning days per year. Flexible working hours. Sabbatical leave (after 5 years). Work from anywhere (up to 3 weeks per year). Industry-recognised training and certifications. Bonusly: employee recognition and rewards platform. Clear opportunities for career development. Length of Service Awards. Regular company events. Diversity and Inclusion At Beyond, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability, or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all.