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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Analyze and resolve technical problems for School Districts.
- Act as technical resource for provincial Level 1 staff in troubleshooting, diagnosing, and resolving incidents for all aspects of NGN problems via telephone, email, and the ticketing system.
- Serve as the Primary Point of Contact for Customer Level 1 support.
- Manage tickets and customer expectations to meet operational Service Level Agreements.
- Work with Agile feature teams to resolve problems.
- Maintain confidentiality with regard to 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 on knowledge base.