IT​/Tech Technician, HelpDesk​/Support

The Technician, Support I is a frontline member of Synovia Global Technical Support and serves as a first point of contact for school transportation teams, parents using the mobile and web Here Comes the Bus platforms, Synovia customers, and internal partners who need technical assistance.

This role works in a fast-paced environment with high-volume phone and portal case intake. It combines customer communication, Jira case ownership, technical investigation, queue management, and operational responsiveness across Synovia and Here Comes the Bus products and services.

Tier 1 functions as the operational front door for Global Technical Support. The Technician, Support I owns initial intake, case creation, triage, investigation, customer guidance, and escalation preparation. The role resolves issues within the approved Tier 1 scope whenever practical and escalates advanced, systemic, or unresolved issues with complete documentation, supporting evidence, and a clear troubleshooting history.

Success requires accuracy, urgency, sound judgment, strong customer service, technical curiosity, and the ability to work independently while coordinating effectively with teammates and partner organizations.

• Provide frontline coverage for inbound Synovia and Here Comes the Bus support calls, portal requests, and other assigned customer-support channels.
• Create, review, assign, categorize, prioritize, and actively manage customer cases in Jira from intake through resolution or escalation.
• Review the complete case description, customer responses, attachments, screenshots, and available account information before taking action.
• Deliver clear first responses, follow-up communication, troubleshooting guidance, and customer-facing updates within established support expectations.
• Resolve issues within the approved Tier 1 support scope, including login and access, password resets, portal navigation, report assistance, account administration, vehicle or device visibility, and general product-use questions.
• Support Here Comes the Bus parent inquiries involving account access, authentication, student addition, notifications, routes, stops, and bus visibility while following district-specific servicing requirements and approved customer messaging.
• Perform initial troubleshooting for Synovia hardware and software issues, including tablets, LMUs, scanners, cradles, antennas, connectivity, reporting, scripts, firmware, SIM status, vehicle assignments, and device communication.
• Validate relevant device and account information, including ESNs, serial numbers, vehicle identifiers, account numbers, reporting times, ignition state, connectivity, hardware status, firmware, scripts, and available system history.
• Use approved product references, knowledge articles, troubleshooting guides, case history, and standard operating procedures to investigate and resolve customer issues.
• Document every customer interaction, troubleshooting step, finding, decision, attachment, internal handoff, and customer communication in the associated Jira case.
• Maintain accurate case information, including organization, request type, component, support level, severity, priority, status, assignee, root cause, and resolution.
• Monitor assigned queues and dashboards throughout the workday, respond to new and aging cases, and ensure work does not stall without documented ownership or next steps.
• Escalate advanced, systemic, or unresolved issues through established processes with clear customer impact, completed troubleshooting, expected versus actual behavior, relevant dates and times, affected users or vehicles, and supporting evidence.
• Continue owning customer communication and expectations when another team is assisting with investigation or resolution, unless ownership is formally transferred under an approved process.
• Support RMA intake by confirming required troubleshooting is complete and collecting correct device identifiers, part numbers, shipping details, customer contact information, and supporting documentation.
• Identify recurring case patterns, duplicate submissions, emerging customer-impacting issues, and potential service incidents, and raise them promptly through the appropriate internal channel.
• Participate in required training, team meetings, case reviews, quality reviews, process validation, and documentation updates.
• Assist with onboarding and peer support by sharing approved procedures, product knowledge, and effective troubleshooting practices.
• Exercise…