Qodea
Software as a Service • Google Apps • Google Search • Google Maps Consulting Services • Google Cloud Platform
Support Engineer - Google Cloud
November 27
Ansible
AWS
Azure
Chef
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Google Cloud Platform
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Terraform
VMware
Go
Qodea
Software as a Service • Google Apps • Google Search • Google Maps Consulting Services • Google Cloud Platform
Description
•Qodea (formerly Appsbroker CTS) is the largest Google Cloud-only digital consultancy in Europe. •Combining the words ‘code’ and ‘idea’, our name embodies the essence of who we are and what we do; providing tried and trusted digital solutions, while helping our clients innovate. •We’re looking for bright, passionate people to join us at the vanguard, delivering the most ambitious Google Cloud projects across AI, security, martech, data, and Workspace. •The GCP Support Engineer will work within the MSP team and help to support Appsbroker CTS MSP customers across all of our Google Cloud Platform solutions. •This role is an exciting opportunity to help define and build the future of managed services at AB CTS.
Requirements
•Responsible for managing tickets in line with contractual SLAs and metrics. •Responsible for maintaining the knowledge materials for the scope of the team, regarding delivery on MSP customers. •Manage support requests and incidents from MSP customers, including triage and escalation to Qodea Leads or to Google Support through to resolution, being responsible for E2E ticket lifecycle management. •Maintenance and support of customer GCP systems and services including troubleshooting issues and working with delivery engineers to resolve them. •Follow the Incident Management process throughout the ticket lifecycle. •Work closely with the delivery teams, Google, and customer engineering teams to: •Understand and use repeatable and consistent technology stacks across our customer projects. •Help document and implement managed service processes that are aligned with a project's technology stack, and customer requirements. •Help to identify areas for service improvement (tools, processes, internal KPIs) across the teams, to provide a consistent and integrated MSP experience for our customers. •Feedback triggered changes and improvements to the delivery process that have a direct impact on the delivery of MSP. •Deployment of standard system changes to support the customer roadmap under MSP. •Continuously and proactively identify the need for monitoring areas and customer’s administrative services in scope as per contract. •Activities include bespoke software application troubleshooting, or interrogating logs and traces for the customer’s in-scope services. •Follow best practices for rolling out security patches & operating system releases in coordination with other involved teams, following the escalation process when necessary. •Experience and knowledge regarding MSP framework, potential services, and benefits for customers. (especially Cloud Environment) •Experience with Linux operating systems, in Virtual Machine environments: VMware / VSphere, KVM, Xen •Public Cloud engineering experience: GCP, AWS or Azure •CI/CD (basic overview) •Experience/ exposure with Terraform, Terragrunt, Containers, Docker, and/or Kubernetes •Understanding and previous exposure to project delivery within MSP contracts •A minimum of 2 years of experience in a Support & Operations environment in a 2nd line role preferably in an ITIL environment, preferably part of an MSP services provider. •Required Incident Management experience. •Confidence to work autonomously as well as align with the team’s direction •Ability to handle multiple projects and shifting priorities •Previous exposure to environmental change control processes and configuration/release management. •Ability & experience in direct communication with customers (either technical or business teams) •Excellent English, written and verbal
Benefits
•Health Care package •NN Assurance package (life and health) •28 days PTO as standard, plus a flexible annual leave policy and your birthday off •10 learning days per year •Length of service awards •Work from anywhere for up to 90 days per year •Sabbatical leave for employees over 5 years service •Flexible working culture •Meal tickets •Transportation costs •Bookster Platform •Company events - opportunities to meet colleagues you don’t see every day •Regular opportunities for industry recognised training and certifications •Opportunities to develop within a fast growing-tech business with ambitious growth and impact goals
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