Google Device Management

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.

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