Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
Identify and correct improperly configured installations
Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution
Create, update, and resolve support cases within defined Service Level Objectives
Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
Perform other duties as assigned by Manager
Requirements
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations. ABOUT THIS ROLE:
experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments .
Successful candidates must have strong analytical skills and be creative problem solvers . They will be able to make accurate risk assessments and d emonstrate above-average attention to details and competencies . They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.
Fluency in English and Canadian French is required
Ability to learn and adapt to new tools and products quickly
Strong ability to recognize patterns
Ability to work individually and in collaboration with colleagues
Ability to work well in a fast-paced environment
Demonstrable ability to multitask both independently and within a team
Strong ability to write, interpret, and debug SQL queries on demand
Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
Experience working with Microsoft SQL Some
experience providing customer service
Relevant work experience in a similar role •
Experience working in a Helpdesk environment is considered an asset LMS
Experience with Salesforce or any other ticketing system is an asset
Bachelor's degree in Computer Science or equivalent technical experience
Benefits
The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience.
As part of the total compensation at D2L the role may be eligible for additional
benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.
Base Salary Range $55,000 — $65,000 CAD
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and
Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
2 Paid Days off for SkillsWave-related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more) Retirement planning
2 Paid Volunteer Days Competitive Benefits Package
Additional details
The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric
experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners.
And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable.
Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams .
T hrough a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support
Participate in collaborative troubleshooting sessions to identify root causes of complex issues