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Moodle Support Engineer
Pearson
Poznan, , Poland
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Our customer support team has a proven track record of delivering high quality technical support to our customers. We are looking for a motivated, technically-savvy, fun, and service oriented Moodle Support Engineer that is passionate about delivering the best support experience possible.
This is a highly dynamic environment that requires the Moodle Support Engineer to multi-task, troubleshoot, and manage their assigned cases in an efficient manner in order to deliver accurate and timely resolution of customer issues. They will need to work collaboratively with internal and external stakeholders to constantly seek ways to enhance our customer’s experience and relationship with the platforms. The ideal individual will work continuously and diligently to surpass our customer’s expectations and ensure their success.
Responsibilities
● Provide multi-level troubleshooting and technical Moodle support to customers via Salesforce, Jira and Slack to resolve product and hosting environment issues expeditiously.
● Contribute to the team having technical responsibility for administration of Moodle at the server, making back-ups, documenting changes to the module/block set-up.
● Make changes as appropriate to the look and style of Moodle through changes to coding/style sheets ensuring web accessibility standards are met where possible.
● Responsible for fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and issue resolution.
● Work closely with development and implementation teams to resolve issues.
● Deliver a positive experience by proactively informing a customer throughout case life cycle.
● Create technical documentation for the knowledge base, wiki, and FAQs.
● Mentor and support Tier 1 staff where appropriate.
● Effective case queue management.
Qualifications
● Minimum 5 years of experience in Moodle support, migration, implementation and integration preferably from version 2.7+.
● Excellent analytical and problem solving skills
● Exceptional interpersonal skills and ability to work in teams
● Strong passion for exceeding customer expectations
● A self-starter who is able to work on one’s own initiative with a high degree of autonomy.
● Experience with Salesforce, Confluence, Jira, and Slack
● Proven ability to thrive in fast paced, goal-oriented environments
● Demonstrated capability to manage multiple priorities
● Excellent attention to detail and a proactive approach.
Additional details
● Good knowledge of SCORM 1.2 / 2004 / TinCan xAPI standards and compliances will be an added advantage.
● Hands on experience on working with web technologies like PHP, MySQL, HTML5, CSS3, JQuery, and JavaScript.