Tech Support Specialist

Job Description

• We are currently looking to engage a highly competent and result-oriented Tech Support Specialist with strong personal & professional integrity to join our dynamic workforce.

Responsibilities

• The Tech Support Specialist will play a crucial role in guiding enrolled students through every step of their academic journey, ensuring their active participation in course activities, and ultimately facilitating their successful completion of studies, culminating in the timely attainment of certificates.

He/she is expected to:

• Oversee the management and maintenance of Nile Digital Education's entire IT ecosystem, including the website, registration portal, CRM systems, and Learning Management Systems (LMS).
• Ensure the smooth operation and functionality of all IT systems and applications, conducting regular assessments and audits to identify areas for improvement and implement proactive measures to enhance system security and efficiency.
• Monitor system performance, troubleshoot issues, and implement solutions to optimize performance and reliability.
• Coordinate the maintenance and management of Nile Digital Education's IT infrastructure, including servers, networks, and hardware devices.
• Assist users with account setup, resolve access issues, and navigation within the LMS environment.
• Troubleshoot and resolve technical issues related to course materials, assessments, and student records within the LMS.
• Respond promptly to user inquiries and technical support requests via email, phone, or ticketing system.
• Document and track support tickets, ensuring timely resolution and effective communication with stakeholders.
• Serve as the first point of contact for general inquiries and support related to access to the eCampus for leads, students, and staff.

Qualifications & Experience

• The candidate must have a minimum of Bachelor’s Degree in Information Technology, Computer Science, or any related field
• Minimum of 5 years’ relevant experience in IT support or a similar role, preferably in an educational or e-learning environment.
• Relevant certifications such as CompTIA A+, Network+, or Security+, are a plus.
• Possess the ability to prioritize and accurately complete tasks, work independently and meet deadlines.
• Proactive and customer-oriented approach to service delivery, with a commitment to meeting and exceeding user expectations.