Description:
The Technical Support Engineer position is within the Digital Transformation for Learning (DT4L) business unit (BU) within Adapt IT’s Education division. The Digital Transformation for Learning (DT4L) BU is responsible for providing technical solutions to new and existing on Learning Management Solutions and Learning Content Development, LMS Plugins and application programmable interface (API), learning management system (LMS) Infrastructure configuration, (hosting and bespoke solutions).
The position based in Adapt IT’s Johannesburg Campus, you will be working as part of a team on the support desk and assisting customers with requests for technical support via e-mail, telephone, and an online helpdesk. Providing a high level of efficiency, speed and good service to maximise customer satisfaction and promote future sales. You will be an e-learning expert that can help our customers get the most out of their environments.
You will have monthly targets as well as monthly learning objectives which will be reviewed at the end of the month and your performance will be measured against this.
Primary Responsibilities for the Role
Moodle Learning Support
First line support for Moodle and other e-learning solutions dedicated for our clients. To attend to tickets created by users and stakeholders on the internal e-ticketing system related to relevant digital platforms; Working to keep within the service level agreement (SLA) - to monitor ticket responses and channel or engage relevant staff members responsible for queries or with supervisory persons to facilitate provision of responses to user queries Performing root cause analysis of customer issues Ensuring all tasks are completed within SLAs - To monitor other communication platforms such as designated communication spaces and attend to queries where possible; Ensuring adherence to Information Technology Infrastructure Library (ITIL) processes and guidelines pertaining to Service Desk, Incident, Problem, Change and Request Fulfilment Management Ensuring weekly, monthly, quarterly reports on Incidents are generated and submitted Ensuring constant and prompt Customer communication about incidents is maintained To direct received queries to relevant staff and offices; To propose Canned Responses (pre-designed responses) for the e-ticketing system informed by the common responses to incoming queries; To propose Frequently Asked Questions (FAQs) and Responses as per common and anticipated queries; To monitor information pages of services offered to clients to ensure their relevance and currency, while proposing improvements; To proposing User tours or adjustment of User tours on the Moodle LMS; To provide feedback during the evaluation of eLearning user guides and manuals while suggesting improvements in...