Technical Support Analyst for School Districts
F
Fujitsu
📍 mercier, qc, Canada
Job Description
Join as a Technical Support Analyst focusing on solving technical issues for School Districts. Work closely with Level 1 staff using various communication methods to ensure effective resolutions.
The role spans 3-4 years of service desk experience and requires expertise in Level 2 support, especially within MPLS networks. You will manage customer tickets, uphold service agreements, and serve as the main contact for technical support. Excellent communication skills and familiarity with tools like HEAT are essential for success.
Key Responsibilities:
• Analyze and resolve technical issues for School Districts
• Manage tickets and ensure customer satisfaction
• Collaborate with Agile teams to fix problems
• Document solutions in Service Desk tools like HEAT
• Develop standard operating procedures and knowledge articles
Requirements:
• 3–4 years in service desk environment
• 1+ year of Level 2 support experience
• ITIL and SAFe Agile certifications required...
The role spans 3-4 years of service desk experience and requires expertise in Level 2 support, especially within MPLS networks. You will manage customer tickets, uphold service agreements, and serve as the main contact for technical support. Excellent communication skills and familiarity with tools like HEAT are essential for success.
Key Responsibilities:
• Analyze and resolve technical issues for School Districts
• Manage tickets and ensure customer satisfaction
• Collaborate with Agile teams to fix problems
• Document solutions in Service Desk tools like HEAT
• Develop standard operating procedures and knowledge articles
Requirements:
• 3–4 years in service desk environment
• 1+ year of Level 2 support experience
• ITIL and SAFe Agile certifications required...