IT Support Engineer

About the IT Support Engineer Role at Google

Technical support for a technology company like Google is a significant undertaking. As a Corporate Operations Engineer within the IT Support Technician team, your primary mission is to empower the people and technology essential for Google's operations. Your team is responsible for providing front-line user support for all internal tools and technologies. Beyond daily tasks, the team actively contributes to longer-term technical projects, process improvements, and documentation efforts that enable the 'Google magic' to happen.

The Core team is dedicated to building the technical foundation behind Google’s flagship products. We act as owners and advocates for the underlying design elements, developer platforms, product components, and infrastructure that form Google's essential building blocks. These elements ensure excellent, safe, and coherent experiences for our users and drive innovation for every developer. Our role involves looking across Google’s diverse products to develop central solutions, overcome technical barriers, and enhance existing systems, giving us a unique opportunity to influence crucial technical decisions across the company.

Responsibilities

• Provide remote user support, including comprehensive root cause analysis of IT issues across various technologies and platforms. This encompasses hardware, software, internal tools, services, networks, and integrated video and audio conferencing equipment.
• Utilize insights gained through direct user support to advocate for their needs, collaborating with partner teams to identify problematic user journeys and prioritize effective solutions.
• Partner with and guide peers, vendors, and other technical support teams to coordinate troubleshooting processes and achieve timely resolution for incidents and problems.
• Develop scripts, tools, processes, or solutions aimed at preventing future issues, enhancing user productivity, and automating recurring tasks as part of broader global service improvements.
• Travel as needed to provide on-site IT support in distributed offices, assist at events, and contribute to global IT projects.

Minimum Qualifications

• Bachelor’s Degree in Information Systems, Information Technology, Applied Networking, System Administration, or equivalent practical experience.
• 2 years of experience as a Support or Operations Engineer.
• Demonstrated experience with Linux, IT, and Networking Hardware and Software concepts.

Preferred Qualifications

• Completion of a relevant technical certification (e.g., Grow with Google - IT Support Certificate or other recognized certifications).
• 6 months of experience specifically deploying and supporting desktops/laptops, phone systems, video conferencing, and various wireless devices.
• Proven experience in troubleshooting, customer service, networking, mobile devices, Linux, communication, security, and problem-solving.

Key skills/competency

• IT Support
• Troubleshooting
• Linux
• Networking
• Customer Service
• Root Cause Analysis
• Hardware/Software Support
• Scripting
• System Administration
• Problem Solving