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...