LMS – Technical Support Administrator

IT – Support
Cape Town – Western Cape

A dynamic Education Specialist urgently seeks to fill the role of a LMS (Learning Management Solution) Technical Support Administrator with a minimum of 5 years’ work experience supporting LMS Solutions such as NEOLMS, Moodle, Blackboard, Canvas or similar. Your core role will be to provide technical support and guidance to staff and educators on a newly deployed NEOLMS LXP solution.
Key Performance Areas:
Assist with providing support and operational recommendations on the company’s IT solutions, with a keen focus on NEOLMS, the company’s learning experience platform.
Ensure quality of support information provided to the company’s stakeholders, staff, educators and students.
Support training initiatives by drafting and reviewing training materials, pulling and reviewing work instructions, and researching and resolving system-related problems.
Keep management abreast of critical issues and trends identified while providing support.
Prepare and validate custom and regular reports, ensuring their accuracy before distribution.
Recognise and research trends so as to provide feedback for training initiatives.
Create and validate reports for audit requests on an ad-hoc basis.
Interacts with solution providers, technical vendors, 3rd party help desk, I/S, and customers in escalating and resolving support requests.
Research best practices to provide recommendations for decisions and/or problem resolution related to LMS and other related solutions.
Coordinate with internal and external solutions administrators to provide schedules and maintenance windows for outages, platform upgrades and bug-fix deployments.
Assist with the tailoring of training materials to the company audiences (staff, educators and students).
Write support desk standard operating procedures and quality work instructions.
Assist with training and upskilling of peers and junior team members to ensure business support continuity.
Required Education:
Relevant degree in IT studies or 3-year diploma plus 5 years of job-related experience
Required Work Experience: 5 years of job-related experience
Required Skills and Abilities:
Proficient verbal and written communication skills
Attention to detail
Strong analytical and critical thinking skills
Excellent organisational skills
High-level accuracy using a personal computer
Internet-based technology skills
Basic business math proficiency
Advanced problem-solving skills
Ability to handle confidential or sensitive information with discretion
Personal Skills and Abilities:
Any skill level using SQL/HTML
Statistical analysis experience
Database use experience
Ability to learn additional software programs
Ability to navigate the internet for research purposes
Ability to learn/master specialised reporting/database software like MS PowerBI and PowerAutomate
Work Environment: hybrid environment work-from-office and work-from-home
Some occasional travel may be required