Job Description
Position Overview
Analyze and resolve technical problems for School Districts.
Responsibilities
- Act as technical resource for provincial L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of NGN problems via telephone, email and our ticketing system.
- Serve as the primary point of contact for Customer Level 1 support.
- Manage tickets and customer expectations.
- Meet operational Service Level Agreements.
- Collaborate with Agile feature teams to resolve problems.
- Maintain confidentiality regarding information processed, stored or accessed by the School Districts.
- Document problems and resolutions for future reference using Service Desk tools, including HEAT.
- Create and update standard operating procedures, FAQ, troubleshooting and knowledge base articles for internal and external users.
- Analyze and resolve technical problems for established networks based o...