Technical Support Engineer

October 3

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Learning Technologies Group plc

WebsiteLinkedInAll Job Openings

eLearning • Recruitment • Onboarding • Learning management systems • Learning analytics

5001 - 10000

Description

•Are you an adaptable IT specialist with a penchant for continual learning? •In this role, you'll provide advanced (Tier 2/3) support for our Open Source Learning Management System (Open LMS) and assist in LMS integrations. •The primary responsibilities of this role encompass a diverse set of tasks. •Diligently replicate, troubleshoot, analyze, and professionally resolve technical inquiries submitted through our support portal. •Serve as a point of contact for clients and partners, bridging the gap between various technical teams. •Identify, investigate, and effectively address technical challenges. •Act as the escalation point for Tier 1 Customer Support Specialists. •Play a pivotal role in training new support personnel and other Support Engineers. •Access databases for generating reports and resolving backend data-related issues. •Offer specialized insights into advanced integration facets such as Single Sign-On (SSO), API management, and enrollment procedures. •Actively contribute to our Knowledge Management system by identifying areas for improvement and creating knowledge base articles.

Requirements

•Educational Background : An Associate's or Bachelor's degree, preferably in a STEM discipline, or equivalent hands-on experience. •Strong Analytical Skills : Adept at analytical thinking and problem-solving. •Interpersonal Proficiency : Exceptional interpersonal abilities, thriving in collaborative team environments. •Effective Communication : Solid written and verbal communication skills, with a keen emphasis on active listening. •Language Skills : Proficiency in written and spoken English is essential; multilingual capabilities (Spanish, Portuguese) are advantageous. •Self-Motivated : Capable of working effectively with minimal supervision. •Customer-Centric : Focused on meeting the needs of both internal and external customers, consistently delivering professional and empathetic support. •Web Technology Proficiency : Experience with web technologies, including PHP, HTML, CSS, JavaScript, and AJAX. •Database Knowledge : Sound understanding of SQL databases, particularly MySQL and PostgreSQL. •Operating System Proficiency : Proficient in various operating systems, including UNIX/Linux and Windows. •Networking Fundamentals : Basic comprehension of networking principles such as TCP/IP, routing, and firewalls.