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Job Summary:
We are seeking a skilled, reliable, and proactive Remote IT Support Technician (Level 1–2) specializing in Google Workspace to provide technical support and assist with the administration, security, and daily operation of our IT environment. The ideal candidate has hands-on experience managing Google Workspace through the Admin console, including user accounts, groups, organizational settings, permissions, security controls, and applications such as Gmail, Google Drive, Calendar, Meet, Docs, and Sheets. This role involves troubleshooting Google Workspace and general end-user IT issues, managing user onboarding and offboarding, resolving account access and file-sharing problems, supporting computers and connectivity, and assisting with security settings and access controls. The technician will also manage support tickets, document resolutions, maintain internal procedures, guide users on best practices, and identify recurring issues to recommend improvements. The successful candidate will demonstrate strong analytical and problem-solving skills, excellent English communication, attention to detail, and the ability to manage multiple requests, follow established procedures, work independently, and escalate complex technical issues when necessary.
Key Responsibilities:
Provide Level 1–2 support for Google Workspace and end-user IT issues.
Manage Google Workspace users, groups, permissions, and organizational settings.
Troubleshoot Gmail, Drive, Calendar, Meet, Docs, Sheets, and related applications.
Manage user onboarding, offboarding, account access, and data transfers.
Resolve login, password, email delivery, file-sharing, and synchronization issues.
Assist with security settings, two-step verification, and suspicious activity investigations.
Support shared drives, external sharing, storage, and collaboration.
Troubleshoot computers, browsers, software, printers, and connectivity.
Manage support tickets, prioritize requests, and document resolutions.
Maintain IT documentation, procedures, and knowledge-base articles.
Guide users on Workspace features and best practices.
Identify recurring issues, recommend improvements, and escalate complex problems.
Perform other duties related to the position as assigned.
Qualifications & Requirements:
Proficient level of English (written and spoken).
Strong interpersonal and communication skills with clients, vendors, and teammates.
Experience in IT support or Google Workspace administration.
Hands-on experience administering Google Workspace through the Admin console.
Knowledge of Gmail, Drive, Calendar, Meet, Docs, Sheets, users, groups, and permissions.
Experience with account setup, onboarding/offboarding, access management, and password troubleshooting.
Understanding of Google Workspace security, two-step verification, and access controls.
Experience managing Google Workspace for multiple users and teams, preferred.
Familiarity with organizational units, delegated admin roles, security alerts, and audit logs, preferred.
Exposure to endpoint management, third-party apps, SSO, and user provisioning integrations, preferred.
Familiarity with Windows or macOS, software installation, and common technical issues.
Knowledge of networking, including Wi-Fi, DNS, VPNs, and internet connectivity.
Familiarity with ticketing systems and remote support tools.
Strong troubleshooting, analytical, and problem-solving skills.
Google Workspace or relevant IT certifications are a plus, but not required.
Resourceful, accountable, with a strong sense of ownership.
Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident.
Strong attention to detail and multitasking skills in fast-paced work environments.
Excellent organizational skills with the ability to manage daily operations.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Familiar with standard business tools (email, spreadsheets, document management).
Ability to quickly learn new systems, software, and workflows.
Ability to follow established processes accurately with minimal supervision.
Ability to work U.S. EST (New York) business hours and adapt to business needs.
Interested in long-term career opportunities.
Able to undergo a background check.
Reliable Windows 10+ computer, two monitors, and high-speed internet.
Reliable backup power source (e.g., power bank, UPS, inverter, or generator) for uninterrupted work during outages.
Professional home workstation capable of supporting uninterrupted remote work.