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.