Essential Skills & Experience
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