Role & responsibilities

- Provide L1/L2 technical support for Google Workspace Devices and RTC (Google Meet, Chat & Voice) related issues.

- Diagnose, troubleshoot, and resolve ChromeOS, Chrome Browser, and device management issues.

- Monitor, manage, and resolve support tickets while meeting SLA and quality targets.

- Perform root cause analysis and escalate complex issues to L3 teams/SMEs with detailed diagnostics.

- Support Google Admin Console administration, device policies, licensing, and configurations.

- Troubleshoot network, Active Directory integration, MDM/GEM policy, and device synchronization issues.

- Assist users with audio/video conferencing, meeting connectivity, and collaboration tool problems.

- Analyze logs, system behavior, and API-related issues to identify and resolve technical problems.

- Create and maintain knowledge base articles, SOPs, troubleshooting guides, and documentation.

- Collaborate with cross-functional teams to improve support processes and customer experience.

- Mentor L1 engineers and provide technical guidance on complex support cases.

- Ensure high customer satisfaction through effective communication and timely issue resolution.

Preferred candidate profile

- 4-6 years of experience in Technical Support, IT Helpdesk, or Google Workspace Administration.





- Hands-on experience with Google Workspace (G Suite), Google Admin Console, and Device Management.

- Solid knowledge of ChromeOS, Chrome Browser, and endpoint troubleshooting.

- Experience supporting Google Meet, Chat, Voice, and RTC-related technologies.

- Familiarity with Active Directory, MDM/EMM solutions, and device policy management.

- Good understanding of network troubleshooting, connectivity issues, and root cause analysis.

- Experience in incident management, ticketing tools, SLA-driven support environments, and escalation handling.

- Knowledge of Google Cloud Platform (GCP) and Google Workspace licensing administration is preferred.

- Ability to analyze logs, troubleshoot complex technical issues, and collaborate with cross-functional teams.

- Strong customer service orientation with excellent verbal and written communication skills.

- Proven ability to work in a fast-paced support environment and handle critical customer escalations.

- Google Workspace Administrator Certification is highly preferred.

- Bachelor's degree in Science, Technology, Computer Applications, or a related discipline.

- CEFR B2 level English proficiency with strong documet

📌 Google Workspace Technical Support Engineer/Devices & RTC (Indore)
🏢 Tata Consultancy Services
📍 Indore