Responsibilities

• Analyze and resolve technical problems for School Districts
• 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
• Be the 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 with regard to the information being 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
• Use net...