GWS Migration Support Engineer (L1/L2)

Role: GWS Migration Support Engineer (L1/L2) Location: Toronto, Canada (Hybrid) Experience :8 – 12Years Job description: We are seeking a proactive and customer-focused Google Workspace Technical Support Engineer to provide Tier 1 and Tier 2 support for users following a Google Workspace migration. The ideal candidate will troubleshoot technical issues, guide users through new workflows, support mobile and workstation configurations, and collaborate with cross-functional teams to ensure a seamless user experience. Key Responsibilities Provide Tier 1 and Tier 2 support for Google Workspace applications, including Gmail, Google Calendar, Google Docs, Google Sheets, and Google Slides. Diagnose and resolve issues related to email delivery, calendar synchronization, document access, permissions, application integrations, and general Google Workspace functionality. Perform initial troubleshooting of complex technical issues and escalate unresolved cases to higher-tier support teams, Migration Leads, or Solution Architects. Track incidents through to resolution, ensuring timely updates and user satisfaction. Educate users on Google Workspace features, best practices, and new ways of working following migration. Assist users with configuration and troubleshooting of Google Mail and Calendar on mobile devices. Support users transitioning from legacy Microsoft workstation applications and provide guidance on approved alternatives and exception processes. Create, update, and maintain knowledge base articles, FAQs, and self-service documentation based on recurring user issues. Collect user feedback, identify adoption challenges, and communicate improvement opportunities to Change Management and Project teams. Collaborate with technical, project, and change management teams to address systemic issues and improve support processes. Monitor support ticket trends and generate reports to provide insights into recurring issues and user adoption patterns. Manage user access requests, permissions, and account-related support activities. Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. Experience supporting Google Workspace environments. Strong troubleshooting and problem-solving skills. Knowledge of user access management and identity-related processes. Experience with ticketing systems and incident management processes. Familiarity with mobile device configuration and support. Excellent verbal and written communication skills. Strong customer service orientation and ability to work with diverse user groups. Preferred Qualifications Experience supporting large-scale Google Workspace migration programs. Understanding of Microsoft 365 and hybrid collaboration environments. Knowledge of ITIL processes and service management best practices. Experience creating technical documentation and knowledge base articles. Exposure to change management and user adoption initiatives. Artificial Intelligence (AI) maybe used in the hiring process used by SRA Group and/or the end client

Provide Tier 1 and Tier 2 technical support for Google Workspace applications to ensure a seamless user experience post-migration. Responsibilities include diagnosing technical issues, educating users on new workflows, and maintaining knowledge base documentation.

Requires a Bachelor's degree in Computer Science or a related field and extensive experience supporting Google Workspace environments. Candidates must possess strong troubleshooting skills and experience with incident management and mobile device support.

• Technical DocumentationPreferred
• Customer servicePreferred
• Change ManagementPreferred
• Incident ManagementPreferred
• TroubleshootingPreferred

Identified from the job description. Confirm important requirements above.

• Google Workspace Support
• Tier 1 Support
• Tier 2 Support
• Troubleshooting
• Incident Management
• User Access Management
• Mobile Device Configuration
• Technical Documentation
• Customer Service
• Google Mail
• Google Calendar
• Google Docs
• Google Sheets
• Google Slides
• Ticketing Systems
• Change Management

• Technology
• Customer Service & Support
• Consulting
• Software
• Engineering

Minimum education

Bachelor’s degree

Minimum experience

10+ years

Apply by

Oct 1, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available