IT Technical Support Specialist

Emass for Engineering P...

Key Responsibilities

• Provide first-line technical support to customers during the online course registration process.
• Troubleshoot issues related to website access, account creation, email verification, payment steps, or system errors.
• Guide users through registration workflows via phone, email, WhatsApp, or remote-desktop tools.
• Document customer issues and ensure timely resolution.
• Escalate complex cases to senior IT staff or website admins when required.

2. LMS Course Content Management

• Upload courses, training materials, documents, videos, and resources to the Learning Management System.
• Create online exams, quizzes, and assessments with proper settings, grading rules, and security configurations.
• Ensure all course content is organized, functional, and accessible to learners.
• Test modules before publishing to ensure accuracy and correct user experience.
• Monitor LMS performance, user progress, and system notifications

3. Website & Registration System Support

• Monitor the registration website for downtime, errors, or broken links.
• Coordinate with website developers for updates, bug fixes, or new features.
• Perform routine checks on registration forms, payment gateways, and automated emails.
• Ensure seamless integration between the registration platform and LMS.

4. Internal IT Support (On-site when needed)

• Provide technical support to employees in the training center (hardware, software, printing, network issues).
• Set up workstations, install applications, and manage user accounts.
• Support classroom technology (projectors, computers, audio/video systems).
• Maintain basic network connectivity and troubleshoot Wi-Fi issues.
• Assist in IT asset management and record-keeping.

5. Administrative & Reporting Tasks

• Record IT incidents, maintain logs, and update helpdesk tickets.
• Prepare simple monthly reports on technical issues and LMS activity.
• Ensure compliance with IT security policies and data protection rules.

Technical Skills Required

• Strong knowledge of Windows and macOS environments.
• Experience with one or more LMS platforms (Moodle, Blackboard, Canvas, TalentLMS, etc.).
• Basic understanding of HTML, website troubleshooting, and browser issues.
• Experience in creating online exams, quizzes, and assessments.
• Knowledge of networking basics (Wi-Fi, routers, IP configuration).
• Familiarity with CRM or helpdesk tools (Zendesk, Freshdesk, Jira) is a plus.
• Ability to support office hardware: printers, scanners, projectors.
• Basic understanding of cybersecurity best practices.

Personal & Soft Skills

• Excellent communication skills (clear, patient, customer-friendly).
• Strong problem-solving abilities and analytical thinking.
• Ability to explain technical issues in simple language.
• High attention to detail and accuracy.
• Ability to work independently and handle remote tasks efficiently.
• Time management and ability to prioritize multiple tickets.
• Professional attitude and reliable responsiveness.
• Ability to work under pressure during course registration periods.