Corporate Operations Engineer, Techstop Support Posts by Google

Job Description

About the job:

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen.

You provide end user technical support that supports Google’s global operations. You troubleshoot, respond to inquiries and find solutions to technical challenges. Beyond the day-to-day, you improve the Googler user experience by contributing to longer term projects and documentation efforts. You are highly technical and are comfortable problem solving with multiple operating systems (like OS X, Linux, Windows) and a range of devices (including desktops/laptops, phone systems, video conferencing and various wireless devices). You occasionally partner with various teams including security, networking and infrastructure. You’re a fast learner and great communicator who can support the IT needs of global offices of all sizes and Googlers of varying technical backgrounds.You improve the front-line user experience by providing on-demand user support for Google’s corporate users, resources, tools and applications while also contributing to longer-term projects.

Minimum qualifications:

• Bachelor’s degree in Computer Science or related technical field, or equivalent practical experience.
• 4 years of experience designing, developing, or troubleshooting Linux, OS X, Windows, networking, mobile, video conferencing, or voice technologies.

Preferred qualifications:

• BA/BS degree or equivalent practical experience.
• Experience troubleshooting issues for two or more operating systems (e.g., Linux, Mac, Windows desktop environments).
• Experience troubleshooting with applications and in a networked environment.
• Experience with scripting languages (e.g., Python).
• Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.

Responsibilities:

• Provide user support that includes root cause analysis of IT issues on multiple technologies and platforms (e.g., hardware, software, tools, services, networks, integrated video, and audio conferencing equipment at Google scale).
• Use insights gained through direct support to advocate for users, working with partner teams to identify problematic user journeys and prioritize solutions.
• Partner with and lead peers, vendors and other technical support teams to coordinate troubleshooting process and resolution for incidents and problems in a timely manner. Act as an escalation point for particular regions, areas of expertise or technical support channels.
• Develop scripts, tools, processes or solutions to proactively prevent problems, improve user productivity, and automate recurring tasks as part of longer term and global service improvements.
• Participate in IT projects, focusing on delivering a solution or technical improvement.