Cape Town City Centre: Moodle Support Specialist

Responsibilities: Provide Tier 1 and Tier 2 support for Moodle users (learners, educators, and administrators). Provide technical support through ticketing systems, email, and phone, ensuring issues are prioritised and resolved within SLA timeframes. Communicate with clients regularly to update them on issue resolution progress, system upgrades, or service interruptions. Use helpdesk/ticketing platforms (e.g., Freshdesk or Mantis) to track, document, and manage support interactions and system maintenance tasks. Contribute to and maintain accurate SOPs and support documentation based on resolved incidents and lessons learned. Maintain and configure Moodle site settings, authentication methods, enrolments, and security protocols. Assist instructors with course setup, including activity creation, resource uploads, and gradebook configuration. Manage plugin and theme installations, updates, and compatibility testing, including minor HTML/CSS adjustments to meet branding or layout requirements. Monitor system health and performance, troubleshoot errors, and escalate critical issues to hosting/development teams. Perform regular backups, support course restoration, and manage user and course data imports. Document recurring issues, support protocols, and user guides with a strong focus on accuracy, clarity, and compliance to ensure reliable reference materials and support continuity. Support integrations with tools such as Zoom, Turnitin, H5P, SCORM/xAPI, and SSO systems. Stay current with Moodle developments, security patches, and best practices. Regularly assess system implications of updates and ensure changes are implemented cautiously and systematically. Monitor Moodle hosting usage metrics and coordinate plugin updates, site upgrades, and storage thresholds with internal stakeholders or external hosting providers. Support administrative workflows including generating client quotes, tracking lead responses, and scheduling planned upgrades or renewals. Assist with urgent internal IT support issues where necessary, escalating to the internal IT team if unresolved. Requirements: National diploma or degree in Information Technology, Computer Science, Educational Technology, or a related field. Minimum of 2 years experience in administering and supporting Moodle. Familiarity with PHP, MySQL, HTML/CSS, and Linux server environments. Knowledge of user management, enrolment methods, permissions, and course backup/restore functions in Moodle. Excellent English (read, write, understand, and speak) Afrikaans is an advantage. Excellent MS Office skills (especially in MS Word, Excel, and Outlook) Highly organised and self-motivated, with strong time-management skills. Able to work independently. Customer focused with a proactive supportive mindset. Moodle certification or training from Moodle Academy or a Certified Moodle Partner. Experience in a support/helpdesk role within a higher education or corporate training context. Understanding of accessibility standards (WCAG 2.1) and online learning pedagogy.