Overview
Role Overview
As a Cloud Support Agent, you will act as the primary contact for users facing technical issues within Google Cloud Platform (GCP) and Google Workspace. The role focuses on delivering quick and effective troubleshooting while maintaining a supportive user experience. Monitoring tools and AI assistants are used to identify, classify, and resolve infrastructure and collaboration issues so users remain productive and systems stay secure.
Key Responsibilities
Front-Line Troubleshooting
- Issue Triage: Monitor incoming support tickets through Jira or ServiceNow, categorize them by severity, and identify the root technical problem.
- Platform Support: Help users perform routine GCP tasks such as restarting virtual machines, managing Cloud Storage permissions, and checking Cloud SQL connectivity.
- Workspace Management: Manage daily Google Workspace activities including password resets, two-step verification recovery, and Shared Drive access requests.
- Runbook Execution: Follow standardized step-by-step runbooks to address known issues without escalation.
- Health Checks: Monitor Google Cloud Operations Suite (formerly Stackdriver) to track alerts related to CPU usage, disk capacity, or service interruptions.
- Log Analysis: Review Cloud Logging outputs and use AI tools to interpret logs or error messages when diagnosing issues.
Requirements
- Experience: 0 to 2 years of experience in IT support, help desk environments, or cloud operations.
- Education: Bachelor's degree in Computer Science, Information Technology, or relevant technical certifications.
- GCP Knowledge: Basic familiarity with Compute Engine, Identity and Access Management (IAM), and VPC networking.
- Certifications: Google Cloud Digital Leader is required, Associate Cloud Engineer certification is preferred.
- AI Literacy: Ability to use generative AI tools such as Gemini to interpret code snippets or system error logs.
- Communication: Strong English communication skills with a customer-focused approach.
Virtusa is an equal opportunity employer and considers applicants without regard to race, religion, gender, age, disability, veteran status, sexual orientation, or other legally protected characteristics.
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Key Skills
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Education Requirements
- Bachelor’s degree in Computer Science or Information Technology
- or equivalent technical certifications
Eligible Batch Years
Virtusa
Virtusa Corporation is a global provider of digital business transformation, IT consulting, and outsourcing services. Founded in 1996, the company specializes in helping enterprises accelerate their digital transformation journeys through innovative solutions in areas such as cloud migration, data analytics, artificial intelligence, customer experience, and enterprise software development. With a workforce exceeding 30,000 employees across multiple countries, Virtusa serves clients in diverse industries including banking and financial services, healthcare, telecommunications, and technology.
Headquartered in Southborough, Massachusetts, USA, Virtusa has established a strong reputation for delivering high-quality, scalable technology solutions and strategic consulting. Its mission is to help clients reimagine their business models and leverage emerging technologies to gain competitive advantage. In recent years, Virtusa has expanded its global footprint and capabilities through strategic acquisitions and partnerships, and has been recognized for its expertise in digital engineering and agile delivery. The company continues to play a significant role in enabling digital innovation for Fortune 500 companies and leading enterprises worldwide.
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Websitevirtusa.com