Problem Resolution Expert
4 days ago
Western Governors University is a leading online university committed to providing students with an exceptional educational experience. As a Technical Support Specialist, you will be responsible for evaluating and resolving complex technical issues, ensuring seamless operations and high-quality services for our students and faculty.
We offer a competitive salary range of $79,300 - $118,900, taking into account various factors such as skill sets, experience, training, licensure, and certifications. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.
Key Responsibilities:- Evaluate and respond to incidents and problems reported by various support teams, engineers, and other staff through Teams chats/channels, emails, OpsGenie alerts, and proposed Parent Incidents.
- Create Major/Minor Incidents and Problem Records based on the severity matrix, thoroughly documenting each case.
- Communicate with stakeholders and follow up on active Major/Minor Incidents and Problems to drive resolution with respect to urgency.
- Develop and maintain relationships with Ed Tech and business stakeholders, serving as a single point of contact for Major/Minor Incidents and Problem Records.
- Maintain self-management, taking initiative in performing other job-related duties as assigned.
- Education:
- Bachelor's Degree in Computer Information Systems, Computer Science, or a related field.
- Experience:
- 1 year of incident management escalation practice.
- Skills:
- Strong analytical and problem-solving skills, with the ability to work independently and make decisions with minimal management intervention.
- Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
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