Google Device Management

Job Description: 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

troubleshooting playbooks