eLearning Engagement & IT Support Officer

About the Role
Reporting to the eLearning Design Manager, you'll provide frontline support across a range of learning technologies, classroom systems, and student management platforms.
Working closely with academic staff, student services, compliance teams, and IT, you'll help ensure our digital learning environments run smoothly and effectively for both Acknowledge Education and the International College of Hotel Management (ICHM).
Key Responsibilities
Provide real-time support to academic staff using Moodle, RTO Manager, and classroom technologies.
Assist students with LMS access, online learning tools, and digital learning resources.
Maintain and update student results within the Student Management System, ensuring results are accurate, complete, and up to date.
Respond to and manage support requests through the Jira ticketing system, providing timely resolution and escalation where required.
Prepare and set up Moodle courses for new teaching periods, including uploading learning materials, configuring assessments, gradebooks, and course settings.
Maintain and support student records and system processes within RTO Manager, including updating student results and assisting with enrolment-related activities.
Troubleshoot LMS, SMS, and classroom technology issues to minimise disruption to teaching and learning activities.
Facilitate staff development workshops and training sessions in collaboration with the eLearning team.
Support integration and effective use of learning and student management systems across the organisation.
Gather feedback on digital learning challenges and opportunities and contribute to continuous improvement initiatives.
Work collaboratively with academic, operational, compliance, and support teams to enhance the overall student and staff experience.
About You
You're a proactive and service-focused professional who enjoys solving problems, supporting people, and working with technology in a dynamic education environment.
Essential Skills & Experience
Relevant qualifications in Information Technology, Information Management, or a related field.
Demonstrated experience using and administering Moodle.
Demonstrated experience using and supporting RTO Manager.
Experience working with Jira or similar ticketing and support management systems.
Strong troubleshooting skills across digital learning platforms, software applications, and classroom technologies.
Excellent interpersonal and communication skills, with the ability to build positive relationships with a diverse range of stakeholders.
Strong organisational skills and the ability to manage competing priorities independently.
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Desirable
Experience working with data, reporting, and analytics, including generating reports and using visualisation tools such as Power BI.
Understanding of instructional design principles and online student engagement strategies.
Experience gathering, analysing, and reporting feedback to improve systems, services, or user experiences.
Experience working within higher education, vocational education, or other education environments.

Employment type
Full-time

Work arrangement
No