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Job offered: ILT Customer Support (principally Moodle) Lead

Type: Full-time
Location: Watford, Hertfordshire

Global Vocational Skills is now looking for a talented individual to join our company as the ILT Customer Support Lead.  This role will require UK travel and applicants must hold a full UK/European driving license. Our customers will mainly be UK FE Colleges hosting the e-learning resources we create (delivered as SCORM packages) in their own Moodle sites.  The size and scope of these resources, as well as the variations in technical expertise within the College sector, mean we need someone to streamline (and troubleshoot) the technical installation process and guide College teams on usage.  The ideal candidate will be equally at ease with the intricacies of Moodle, with the technical side of running and installing web services (IIS, Apache, etc), and with the support side of maintaining excellent customer relations. 


Salary : £26-30K


Please see more details and submit application via Linked In: https://www.linkedin.com/jobs2/view/113054727?trk=biz-overview-job-post  

 

Role

  • Work with our ‘Key Account Manager’ (KAM) to ensure excellent ongoing support to customers
  • Work with College to ensure a smooth technical installation, and updates
  • visit in person; use also remote access software (Team Viewer , Chrome Viewer) for support.
  • develop support information and documentation
  • Maintain/develop FAQ for website
  • Liaise between ILT / backend coding team to find solutions and fixes in a timely manner

Skillset


1. Learning Technology: Admin/Developer experience with Moodle (or similar) VLE

    • Installing Moodle
    • Adding or editing content in Moodle
    • Install plugins and themes for Moodle
    • Customising Moodle: adding or creating blocks, checking or editing source code (PHP)
    • Running and restoring backups
    • Creating and using SCORM packages
    • Familiarity with education, and the FE / skills training sector


2. Graduate-level IT qualification or experience

    • Installing web services
    • Debugging websites and web services
    • Browser Developer tools
    • Experience of html, scripting (e.g. javascript), css, PHP of php and other web development languages
    • Running and installing applications on Windows, Linux servers
    • Command line interface on Windows, Linux servers
    • Managing resources and performance on server (e.g. JMeter,  Resource Monitor, etc)
    • Using SQL Database query/access tools
    • Programming experience (any language)
    • Technical troubleshooting

3.  Customer support skills

    • Understanding of support context – i.e satisfying the users
    • Maturity
    • Rapport building
    • Good written & verbal communication
    • Good record-keeping & documentation
    • Good presentation
    • Use of remote access software (e.g Team Viewer)
    • Good judgement, and flexible thinking

Entry added by Tony Delahunty - Monday, March 21, 2016, 9:06 PM
Last updated - Monday, March 21, 2016, 9:06 PM