End User Support Engineer

We are seeking a skilled End User Support Engineer with expertise in Google Workspace to provide technical assistance and ensure seamless productivity for our employees. This role involves troubleshooting, configuring, and optimising Google Workspace applications, while delivering exceptional customer service and maintaining high standards of operational efficiency.

• Salary: £45,000 - £50,000 + bonus + benefits based on experience
• SC cleared (or prepared to go through clearance)
• Onsite requirement at Central London Office Tuesday to Thursday, Remote working from home Monday & Friday 08:30 – 17:30

Key Responsibilities

Technical Support:

• Provide Level 1, 2 & 3 technical support for Google Workspace environment (Gmail, Drive, Docs, Sheets, Meet, Calendar, etc.).
• Diagnose and resolve issues related to user accounts, permissions, and integrations.
• Assist with email routing, security settings, and compliance configurations.
• Proficient in diagnosing issues with both Mac (OS & iOS) & PC devices

User Assistance & Training:

• Guide end users on best practices for Workspace tools.
• Conduct robust onboarding and offboarding sessions and activities.
• Develop and deliver training materials or sessions to improve adoption and productivity.

Administration & Maintenance:

• Manage user provisioning, group policies, and organisational units in Google Admin Console.
• Monitor system health and security alerts; implement corrective actions.
• Support mobile device management (MDM) and Single Sign-On (SSO) integrations.

Collaboration & Documentation:

• Work closely with IT teams to escalate and resolve complex issues.
• Maintain accurate documentation of processes, troubleshooting steps, and knowledge base articles.

Incident Management:

• Log and Track User Incidents, Accurately document and categorise user-reported issues in the ticketing system.
• Provide timely resolution for technical Incidents & problems related to hardware, software, or network issues.
• When necessary, escalate complex issues to higher-tier support or specialised teams.
• Ensure that incidents are resolved efficiently and confirm that users are satisfied before closing tickets. The solution should be clearly documented in the ticket, along with a link to any KB articles.

Hardware Support and Maintenance:

• Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices.
• Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components.
• Able to perform regular patching, system updates, proactive maintenance and performance tuning across supported endpoints and infrastructure.
• Supporting AV equipment for conferencing (Logitech & Yealink)

Software Support:

• Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software.
• Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations.
• License Management, tracking software licenses and ensure compliance with licensing agreements, renewing or allocating licenses as necessary.

Network and Connectivity Support:

• Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems.
• Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems.
• Provide expert assistance with setup, optimisation and ongoing management of modern cloud based infrastructure (PaaS & IaaS environments)
• Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources.

User Account and Access Management:

• Competent in Setting up new user accounts, assigning appropriate permissions and ensuring users have the correct access to systems and tools.

Required Skills & Qualifications

• Proven experience supporting Google Workspace in a corporate environment.
• Strong understanding of Google Admin Console, user management, and security settings. Google Workspace Administrator Certification (Associate Level).
• Salesforce Certified Slack Administrator
• Airtable Administrator Certification
• Proficient in supporting both Mac (70%) & PC (30%)
• Familiarity with identity management, SSO, and MDM solutions.
• Knowledge of ITIL processes and ticketing systems (e.g.,Jira, JumpCloud).
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication and customer service skills.

Preferred:

• Experience with scripting (e.g., Google Apps Script, PowerShell, or Python).
• M365 administrator experience

Key Attributes

• Customer-focused mindset with a proactive approach.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.

Equal Opportunity Statement

We are committed to diversity and inclusivity.