Google Cloud Workspace Admin (Collab)

Essential Skills & Experience

• Hands-on experience supporting collaboration platforms in Google Cloud (Drive, Docs, Calendar, Meet, Chat)

• Strong troubleshooting skills for authentication, sharing, access, and sync issues

• Knowledge of web technologies (HTTP, SSO, SAML, OAuth, HAR analysis)

• Networking fundamentals DNS, TCP/IP, TLS/SSL

• Excellent verbal and written communication skills

• Experience in enterprise or SMB ( Server Message Block ) technical support environments

• Familiarity with Google Workspace administration and licensing

• Understanding of ITIL v4 processes and security concepts

• Exposure to scripting or automation for support tasks

• Provide L1/L2 support for collaboration-related incidents via chat, email, and phone.

• Resolve low to medium complexity issues (L1) and perform deep investigations (L2).

• Own cases end-to-end ensuring SLA adherence and high-quality resolution.

• Analyze logs, diagnostics, and system behavior to identify root causes.

• Escalate product defects or complex issues to higher tiers with detailed findings.

• Contribute to knowledge base articles and internal troubleshooting documentation.