Provide L1/L2 technical support for Devices & RTC-related issues. • Perform initial diagnostics (L1) and deep-dive root cause analysis (L2). • Handle and own cases end-to-end ensuring SLA and quality metrics. • Escalate complex issues to L3 / SMEs with detailed diagnostics. • Maintain technical documentation and troubleshooting playbooks. • Mentor L1 engineers (L2 responsibility). • Familiarity with Google Workspace administration and licensing models.
Key
Responsibilities*
L1 Role • Manage and resolve L1 technical support cases with a focus on Quality of • Support • Navigating the Google Admin Console for Devices settings.
- Basic ChromeOS and Chrome Browser troubleshooting.
- Common mobile device sync issues.
- Identifying network vs. device issues.
- Standard diagnostic information gathering.
- Knowing when to escalate to L2.
- Basic Google Meet, Chat, and Voice UI and features.
- Common issues: unable to join, audio/video problems (first steps).
- Basic Admin Console settings for RTC apps.
- Guiding users to check network connections.
- Standard diagnostic information gathering (e.g., meeting codes)
• Maintain high-quality documentation, knowledge base articles, and troubleshooting playbooks.
L2 Role •
Manage and resolve L2 technical support cases with a focus on Quality of • Support • Handling more complex technical issues escalated from L1.
- Possess deeper product knowledge and troubleshooting skills within their specialization.
- Aim to resolve issues efficiently and minimize escalations to higher tiers (L3/SMEs/TSEs).
- May file consults with L3 or Subject Matter Experts (SMEs) for assistance on very complex cases.
- Follow advanced SOPs for case handling, including bug management and escalationsIn-depth ChromeOS and browser troubleshooting (including logs).
- Advanced Admin Console policy configuration and interactions.
- Troubleshooting Active Directory integration.
- MDM/GEM policy enforcement and troubleshooting.
- Understanding of related APIs.
- More complex network-related device issues.
- Cameyo platform support.
- Maintain high-quality documentation, knowledge base articles, and troubleshooting playbooks