Helpdesk Level 1 Engineer

A Level 1 Helpdesk Engineer for a GCP environment is the first point of contact for users
experiencing issues or requiring assistance with Google Cloud Platform (GCP) services. This
role involves troubleshooting common problems, providing technical guidance, and escalating
complex issues to higher-level support teams.
Key Responsibilities:
● Incident Management:
○ Receive and log incoming support requests via phone, email, or ticketing system.
○ Prioritize and triage incidents based on severity and impact.
○ Provide initial troubleshooting steps and guidance to resolve common issues.
○ Monitor Response times and escalate to team leader before the breach.
○ Escalate complex or unresolved cases to Level 2 or 3 support teams.
● Problem Resolution:
○ Diagnose and resolve technical problems related to GCP services, such as
Compute Engine, Cloud Storage,Basic network services.
○ Document troubleshooting steps and resolutions for future reference.
● User Support:
○ Provide technical assistance and guidance to users on GCP services and best
practices.
○ Educate users on GCP features, capabilities, and limitations.
○ Assist users in navigating the GCP console and using relevant tools.
● Knowledge Base Management:
○ Contribute to and maintain a comprehensive knowledge base of frequently asked
questions, troubleshooting guides, and best practices.
○ Research and gather information on new GCP features and updates.
● Communication and Collaboration:
○ Communicate effectively with users, both verbally and in writing.
○ Collaborate with other team members and support teams to resolve complex
issues.
○ Provide timely updates and status reports to users and management.
Required Skills and Qualifications:
○ Excellent troubleshooting and problem-solving skills.
○ Effective communication and interpersonal skills.
○ Ability to work independently and as part of a team.
○ Strong customer service orientation.
○ Understanding of GCP services and architecture is a Plus.
Additional Considerations:
○ Experience with cloud computing concepts and technologies is beneficial.
○ Familiarity with ITIL or other service management frameworks is a plus.
○ A certification in GCP or cloud computing is desirable.
○ On-Call Availability: May be required to provide on-call support outside of regular
business hours.