L1 Support Engineer (Part-Time)

What you will be doing:

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)

When working tickets:

• Validate and clarify the issue reportedAnswer how-to questionsFix end-user issues that are resolvable through the Canvas user interface
• Replicate, troubleshoot, and describe simple bugsKeep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Be friendly, efficient, and dependable, and always provide timely updates to users
• When assigned, create documentation of Support processes
• Perform other duties as assigned by supervisor

Here is what you will need to know/have:

• Strong written and verbal communication skills in English
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions

Get in on all the awesome at Instructure:

• A fun, friendly, and helpful company culture
• Competitive compensation
• Employee recognition program through Motivosity
• Goal-setting, proactive reviews, and internal training
• Employee assistance program
• Apple equipment and Macbooks
• Wellness motivation through Wellable