Google Workspace Support Engineer (Chrome OS, Device Management & RTC)

Tata Consultancy Services; Indore District, Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Technical Support specialist in Indore to provide L1/L2 support for Google Workspace devices and RTC issues, ensuring high-quality service.

You will troubleshoot Chrome OS, Chrome Browser, Android, and device management, manage incidents end-to-end, perform root cause analysis, and contribute to knowledge base and SOPs while meeting SLA targets.

Qualifications

• 3 to 8 years of experience in Technical Support, Product Support, or IT Support roles.
• Hands-on experience with Google Workspace Administration and Google Admin Console.
• Knowledge of Google Meet, Google Chat, Google Voice, and RTC technologies.
• Strong understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and networking fundamentals.
• Experience with Mobile Device Management (MDM), Active Directory, SSO, and enterprise identity management.

Responsibilities

• Provide L1/L2 technical support for Google Workspace devices and RTC issues.
• Troubleshoot Chrome OS, Chrome Browser, Android, and Device Management problems.
• Manage incidents end-to-end while meeting SLA and quality targets.
• Perform root cause analysis and resolve complex technical issues.
• Administer and troubleshoot Google Admin Console policies and configurations.
• Support Mobile Device Management (MDM) and enterprise device enrollment.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPN, and proxies.
• Escalate complex issues to L3/SMEs with detailed diagnostics and logs.
• Create and maintain knowledge articles, SOPs, and troubleshooting documentation.
• Collaborate with cross-functional teams to improve customer experience and service quality.

Skills

Google Workspace Administration

Google Admin Console

Networking fundamentals

Incident management

Root cause analysis

Customer communication

Education

Bachelor's degree in Science, Engineering, Information Technology, or related field

Tools

Active Directory

SSO

Mobile Device Management (MDM)

Chrome OS

Chrome Browser

Google Meet

Google Chat

Google Voice

Job description

Role & responsibilities

• Provide L1/L2 technical support for Google Workspace Devices and RTC (Google Meet, Chat, Voice) issues.
• Troubleshoot Chrome OS, Chrome Browser, Android, and Device Management-related issues.
• Manage incidents end-to-end while meeting SLA and quality targets.
• Perform root cause analysis (RCA) and resolve complex technical issues.
• Administer and troubleshoot Google Admin Console policies and configurations.
• Support Mobile Device Management (MDM) and enterprise device enrollment.
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPN, and proxies.
• Escalate complex issues to L3/SMEs with detailed diagnostics and logs.
• Create and maintain knowledge articles, SOPs, and troubleshooting documentation.
• Collaborate with cross-functional teams to improve customer experience and service quality.

Preferred candidate profile

• 3 to 8 years of experience in Technical Support, Product Support, or IT Support roles.
• Hands-on experience with Google Workspace Administration and Google Admin Console.
• Experience supporting Chrome OS, Chrome Browser, Android Enterprise, and Device Management solutions.
• Knowledge of Google Meet, Google Chat, Google Voice, and RTC technologies.
• Strong understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and networking fundamental
• Experience with Mobile Device Management (MDM), Active Directory, SSO, and enterprise identity management.
• Proven ability to troubleshoot complex technical issues, perform root cause analysis, and drive issue resolution.
• Excellent verbal and written communication skills with a customer-focused approach.
• Experience working in SLA-driven support environments and handling escalations effectively.
• Bachelor's degree in Science, Engineering, Information Technology, or a related field.
• Google Workspace Administration certification is a plus.