- 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.
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