E-Learning Support Technician (Level 2 and Level 1)

SUMMARY:
Our client is a leader in the field of e-learning solutions, with their office located in Durbanville, Cape Town. They have a position for an E-Learning Support Technician to join their team.

POSITION INFO:
Do you possess a strong aptitude for technology coupled with a keen interest in e-learning? Are you someone who excels at problem-solving and client engagement? Whether you're at the start of your career or have some years of experience, this position offers an excellent opportunity to advance your career in technology.

RESPONSIBILITIES:

In this role of E-Learning Support Technician, covering both Level 1 and Level 2 responsibilities, you will:

• Provide telephonic and ticket-based support for E-Learning issues (Level 1).
• Engage in complex problem-solving and system diagnosis, going beyond routine issues (Level 2).
• Act as a liaison with clients to understand their unique challenges and to engineer tailored E-Learning solutions.
• Participate in both the development and back-end maintenance of learning platforms.
• Extend your knowledge and expertise through specialized, team-led training sessions.
• Participate in rigorous site testing and debugging processes.

• A Bachelor’s degree in Computer Science, Information Technology, or a related field is highly recommended, or
• A diploma or associate degree in Computer Science, Information Technology, or Educational Technology, combined with relevant work experience; or
• Matric and Certifications related to Learning Management Systems, particularly Moodle, can be considered in lieu of a degree when backed by significant hands-on experience.

• A foundational understanding of Moodle or other Learning Management Systems (LMS).
• Proficiency in identifying and resolving technical issues.
• Experience in CSS, MySQL and basic PHP is a plus.
• Proficient in Microsoft 365.
• Openness to learning new programming languages and frameworks.

• Outstanding communication skills with a customer-centric orientation.
• Professional use of English (written and spoken).
• Strong analytical and problem-solving abilities.
• Capability to work effectively both within a team and independently.

• Quick adaptability to a fast-changing technological environment.
• Capacity for handling sensitive client material and intellectual property with discretion.
• A mindset that values innovative and out-of-the-box thinking.
• Stable, adaptable with a high-stress tolerance in a mature way.

• Strong knowledge of web service/API technologies such as SOAP and REST.
• Proficiency in PHP (preferable) and experience with MySQL databases.
• Experience in the delivery of complex solutions.
• Knowledge of and ability to understand business concepts and evaluate the impact of business changes on systems.
• Experience implementing application security standards.
• Company Applications: Open Journals Systems and Open Monograph Press