Remote Educational Technical Support Specialist

Work from home remotely supporting clients with LMS and educational technologies.

 

About us

Androgogic is a leading provider of Educational Technology infrastructure and services, specialising in open source software. We are a growing company and the top Totara seller in APAC, winning the award for the last five years in a row.

We work with our clients as partners to design and implement flexible, robust and reliable Learning Management Systems (LMSs) and other educational technology applications such as xAPI, LXPs, TXPs, LCMSs, virtual classrooms, social learning and ePortfolio systems. We also work on our own internal management systems and automation scripting frameworks.

Androgogic fosters a distributed, collegial team where accomplished and committed individuals work in a flat structure, contributing their specialist skills and knowledge to create quality outcomes for our client-partners.

Our people enjoy the flexibility of working remotely while developing close interpersonal relationships. We employ people who deeply care about the happiness and well being of our client-partners, the systems they support and each other, and who are intrinsically motivated to do things well because of the challenge and the satisfaction. We are a very stable team with low turnover.

The role

This is a part time, work from home technical support position with the Androgogic Service Desk. You will be working with Androgogic client-partners and other Androgogic staff via phone, web and email to provide first class support to learners, teachers and administrators for online learning and other educational technology applications and services provided by Androgogic.
 
You will have good availability to work within the hours the desk is open (8am-10pm weekdays and 9am-5pm weekends and NSW public holidays) usually rostered a minimum of 4 weeks in advance, but sometimes taking on shifts at short notice.
The position would suit a homemaker or similar interested in a long-term career in the educational technology sector, and can be rostered to accommodate care responsibilities.
 
Specifically, the position involves:
  • All aspects of technical support to deployed applications working closely with Androgogic client-partners and the broader Androgogic team, specifically
    • Frontline support: triage (initial response), investigation and resolution of email/web support tickets within service level timeframes, and taking phone calls
      • Escalated support: in depth investigation and problem solving of technical issues
      • Project support: Assist with LMS configurations and other project activities from time-to-time as directed
  • Membership in the Service Desk team with the related exercise of technical expertise within the realm of Androgogic technologies and deployed applications including e.g. the Totara TXP and Moodle LMSes, the Alfresco LCMS, Zoom and Adobe Connect virtual classroom systems and the Totara Perform, Engage and Mahara ePortfolio systems amongst others
  • Working within established Androgogic policies, processes and methodologies
  • Continuous professional development
  • Contributing to Androgogic's ethics and culture
  • Occasional requirements to travel to represent Androgogic or attend company events

About you

  • You are technically able, happy and helpful (and happy to be helpful)
  • You are proactive and have a strong work ethic with the ability to self-motivate and prioritise
  • You take responsibility for your work and ensures your work is done in a timely manner
  • You have excellent written and verbal English communication skills,
  • You are technically savvy and interested in IT and ed tech
  • You have strong problem solving skills
  • You are available and happy to work non-standard hours including evenings and weekends (sometimes at short notice), and can commit to shift times in advance
  • You are socially comfortable working as part of a tight knit but fully remotely distributed team over Slack, Zoom, Google Apps and other remote technologies

Your experience

  • You have demonstrated strong discipline working/studying independently from home
  • You have experience working within prescribed systems and processes (including suggesting improvements to them
 It would also be great, but not mandatory, if:
  • You have experience with educational technology systems specifically including Moodle and/or Totara LMSs but also LCMSs, virtual classrooms, ePortfolios, SMSs and authoring tools, and specifically Alfresco, Totara Perform and Engage, Mahara, Zoom and courseware development tools such as Lectora.
  • You have experience in customer service ideally on a help desk or in another phone answering position
  • You have or are working towards higher education and/or online learning-related qualifications
  • You have education-related experience in any or all of HE, VET, K-12, corporate and government sectors
  • You have other IT-related skills, knowledge and experience

Some things to note

  • Applicants must be Australian citizens/permanent residents or hold full working rights to be considered. Please include details of all citizenship(s) you hold with your application.
  • Only applications which include cover letters specifically addressing this position will be considered.
  • Successful candidates will need to undergo National Police and Working with Children Checks and may also be required to undertake a Baseline security clearance
  • This position has very occasional requirements to travel to represent Androgogic or attend company events. In such cases all expenses are paid or reimbursed.
  • While Androgogic’s head office is in Sydney, we have staff in every State of Australia and outstanding applicants from any location, particularly in regional Australia, are encouraged to apply
  • Salary $25-30/hr depending on skills and experience, plus statutory superannuation (currently 10%) and 5-weeks leave/annum pro-rata
 

Ready to apply?

Click the link below to apply for the Technical Support Specialist position by sending us an email.