Collaboration Support Engineer (L1/L2)
Indore, Madhya Pradesh, India · Full Time
Be the first to apply
- Experience
- 2–6 yrs
- Salary
- —
- Openings
- 1
- Posted
- 3시간 전
- Work mode
- In office
- Education
- Any Graduate
- Eligibility
- Candidates holding any graduate degree are eligible to apply for this position.
- Resume
- Required to apply
Where you'll work
Job description
About Tata Consultancy Services
Tata Consultancy Services (TCS) is a global IT services, consulting, and business solutions provider with a history spanning 50 years. The company collaborates with many of the world's leading businesses, driven by a belief that innovation and shared expertise can shape a more purposeful future.
Job Overview
We are seeking candidates for the role of Collaboration Support Engineer at L1 and L2 levels, based in Indore and Chennai, India. The position involves providing technical assistance and support related to collaboration tools, including Drive, Docs, Calendar, Meet, and Chat. Immediate joiners are preferred as the role follows a 24/7 rotational shift model.
Key Responsibilities
- Deliver L1 and L2 technical support for collaboration platform-related issues through chat, email, and phone.
- Handle low to medium complexity problems at L1 and conduct detailed investigations for L2 cases.
- Manage cases from start to finish ensuring adherence to service level agreements and quality standards.
- Analyze system logs, diagnostics, and behaviors to determine root causes of issues.
- Escalate product-related defects or complex problems to higher support tiers with comprehensive documentation.
- Develop and maintain knowledge base articles and internal troubleshooting guides.
Required Skills and Experience
- Practical experience supporting collaboration platforms such as Drive, Docs, Calendar, Meet, and Chat.
- Strong ability to troubleshoot issues involving authentication, sharing permissions, access controls, and synchronization.
- Solid understanding of web technologies including HTTP, Single Sign-On (SSO), SAML, OAuth, and analysis of HTTP Archive (HAR) files.
- Fundamental networking knowledge covering DNS, TCP/IP, and security protocols such as TLS/SSL.
- Excellent communication skills, both verbal and written.
Preferred Qualifications
- Prior work in enterprise or small-to-medium business (SMB) technical support environments.
- Familiarity with Google Workspace administration and license management.
- Knowledge of ITIL v4 framework and information security principles.
- Experience with scripting or automation to enhance support operations.
Additional Information
- Experience Requirement: L1 requires 2-4 years; L2 requires 4-6 years.
- Work Schedule: Rotational shifts in a 24/7 support environment.
- Location: Chennai or Indore (on-site work).
- Eligibility: Open to any graduates.