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About the role
Role Collaboration Support Engineer (L1 / L2) Required Technical Skill Set** Collaboration Tools, Troubleshooting, Networking, Authentication, Web Technologies Desired Experience Range** L1: 24 Years | L2: 46 Years Location of Requirement Chennai/Indore Immediate Joiners Needed Work Timings Rotational shifts / 247 support model Desired Competencies (Technical/Behavioral Competency) Must-Have** (Ideally should not be more than 3-5) Hands-on experience supporting collaboration platforms (Drive, Docs, Calendar, Meet, Chat) Strong troubleshooting skills for authentication, sharing, access, and sync issues Knowledge of web technologies (HTTP, SSO, SAML, OAuth, HAR analysis) Networking fundamentals DNS, TCP/IP, TLS/SSL Excellent verbal and written communication skills Good-to-Have Experience in enterprise or SMB technical support environments Familiarity with Google Workspace administration and licensing Understanding of ITIL v4 processes and security concepts Exposure to scripting or automation for support tasks SN Responsibility of / Expectations from the Role 1 Provide L1/L2 support for collaboration-related incidents via chat, email, and phone. 2 Resolve low to medium complexity issues (L1) and perform deep investigations (L2). 3 Own cases end-to-end ensuring SLA adherence and high-quality resolution. 4 Analyze logs, diagnostics, and system behavior to identify root causes. 5 Escalate product defects or complex issues to higher tiers with detailed findings. 6 Contribute to knowledge base articles and internal troubleshooting documentation.
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