Workspace Support Engineer (Google Workspace)

Location: Hybrid in Iași, Iași County, Romania, with regular time on site at company offices or client locations.

Company

hirify.global is a global technology group delivering technology, design, and human-behaviour solutions for high-stakes client projects.

What you will do

• Provide support and advice to clients using the Google Workspace platform, following established processes and best practices.
• Handle enquiries within service-level agreements and manage ticket categorisation, prioritisation, and timely resolution.
• Serve as the support contact and escalation point for designated MSP customers, proactively following up on tickets.
• Support Workspace Deployment Specialists and Collaboration Engineers with project work.
• Provide out-of-hours client support through an on-call rota when needed.
• Continue developing the skills required to support the customer portfolio.

Requirements

• Demonstrable experience in a customer-facing service desk or helpdesk role, preferably in a second-line Support & Operations environment.
• Experience working in an ITIL environment and strong understanding of service management components, including ticket types, SLAs, categorisation, and prioritisation.
• Ability to build trust quickly, adapt to different people and situations, and communicate using terminology appropriate to the stakeholder’s technical level.
• Ability to analyse and resolve problems methodically by following established troubleshooting steps.
• Ability to involve the relevant team members quickly when a customer escalation is raised.
• Curiosity and experience applying technology to resolve customer issues.
• Basic knowledge of change management principles and their relationship to projects.
• Basic experience with Linux in virtual machine environments, including VMware/vSphere, KVM, or Xen.
• Knowledge of Zendesk or a comparable ticketing system and excellent written and verbal English.

Nice to have

• Technical expertise with the Google Workspace platform.
• Experience with SaaS/IaaS, particularly Google Cloud technologies.

Culture & Benefits

• Hybrid work with regular collaboration sessions, customer meetings, and internal workshops on site.
• Competitive base salary, discretionary company bonus, employee referral scheme, and meal vouchers.
• Healthcare package, life and health insurance, 28 days of annual leave, floating bank holidays, and an extra paid day off on your birthday.
• Flexible working hours, up to three weeks of work from anywhere per year, and sabbatical leave after five years.
• Ten paid learning days per year, training and certifications, career development opportunities, recognition rewards, service awards, and regular company events.