Overview
Job Description
As a Cloud Support Agent, you will act as the first point of contact for users encountering technical issues within Google Cloud Platform (GCP) and Google Workspace. The role focuses on delivering quick, clear, and effective troubleshooting while maintaining a supportive user experience. Monitoring dashboards and AI assistants are used to detect, categorize, and resolve infrastructure or collaboration problems so systems remain stable and users stay productive.
Key Responsibilities
- Front-Line Troubleshooting and Issue Triage: Monitor incoming support tickets through Jira or ServiceNow. Classify issues based on severity and determine the underlying technical problem.
- Platform Support: Assist users with common GCP tasks including VM restarts, Cloud Storage permission updates, and Cloud SQL connectivity checks.
- Workspace Management: Manage routine Google Workspace tasks such as password resets, 2-step verification recovery, and resolving Shared Drive access issues.
- Runbook Execution: Follow established step-by-step runbooks to resolve known issues without escalation.
- Health Monitoring: Observe alerts in Google Cloud Operations Suite (formerly Stackdriver) for indicators such as high CPU usage, disk capacity warnings, or service outages.
- Log Analysis: Review logs using Cloud Logging and AI-based tools to identify root causes and assist with issue resolution.
Requirements
- 0 to 2 years of experience in IT support, help desk, or cloud operations.
- Basic understanding of Google Cloud Platform services including Compute Engine, IAM, and VPC networking.
- Ability to use generative AI tools such as Gemini to interpret code snippets or error logs.
- Strong English communication and a customer-focused approach.
- Google Cloud Digital Leader certification required. Associate Cloud Engineer certification is preferred.
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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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