Full Job Description
Summary: Onix is a Google Cloud Premier Partner and the 2018 Google Cloud North American Reseller of the Year. As a SaaS MSP Engineer, you willl work directly with our customers to resolve technical issues and complete admin tasks related to SaaS services including G Suite.
Scope/Level of Decision Making: This is an exempt position operating under limited decision-making and supervision. Position performs a variety of assigned activities, referring more complex issues to their manager.
Provide product expertise on G Suite and Google Chrome
Monitor ticket queue and assist customer IT team in responding to end-user questions
Perform technical G Suite administration service, including but not limited to user management, groups management, security, mail routing, and domain management
Provide enhanced technical support for ticket escalations to Google and other SaaS solution providers
Capture metrics and report on product usage and growth across business units
Conduct regular meetings with customers to review support issues, discuss new features, and make implementation plans
Conduct quarterly service reviews with customer executives to report on ROI
Serve as a customer advocate with Google product teams to drive feature changes and continuous innovation
Adhere to Support SLA’s established by Onix and customer
Pass and maintain G Suite Administrator, Collaboration Engineer, and Chrome Management Credentials during employment to become credentialed per Google requirements for Onix as a Premier Partner
Required Skills and Experience:
3+ years experience in messaging and collaboration applications (i.e. G Suite, O365, Lync, Box, Dropbox, Slack, Sharepoint, etc.)
Network and IT admin experience
Able to expertly convey ideas and concepts to others
Excellent communication skills (verbal, written, and presentation)
Creative problem-solving skills and the ability to design solutions not immediately apparent
Ability to participate in multiple projects concurrently
Customer-oriented and shows a bias for action
Excellent organizational skills and ability to document all customer interactions
Ability to work with the Onix Sales Team to identify opportunities
Must be willing to travel (up to 30% travel time)
Preferred Skills and Experience:
Bachelor’s Degree in Computer Science or a related discipline
5+ years of relevant work experience
Google Certification - Professional Collaboration Engineer, G Suite Admin, and/or Deployment Certification
Account Management experience
Experienced in change management in a corporate setting
Travel Expectation: 20% Domestic, 10% International
It is the policy of Onix to ensure equal employment opportunity in accordance with the Ohio Revised Code 125.111 and all applicable federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex, (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal.
Onix will only employ those who are legally authorized to work in the United States or Canada. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.