Job Description
Overview
Analyze and resolve technical problems for School Districts.
Responsibilities
- Acts as technical resource for provincial Level 1 staff, troubleshooting, diagnosing and resolving incidents related to NGN problems via telephone, email and ticketing system.
- Serve as Primary Point of Contact for Customer Level 1 support.
- Manage tickets and customer expectations.
- Meet operational Service Level Agreements.
- Work with Agile feature teams to resolve problems.
- Maintain confidentiality regarding data 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, FAQs, troubleshooting guides and knowledge base articles for internal and external users.
- Analyze and resolve technical problems for established networks using knowledge base.
- Use...