Moodle Support Specialist

Position Summary

The Moodle Support Specialist will provide expert technical and functional support for the Moodle Learning Management System. If you're someone who thrives on accuracy and enjoys solving user challenges in a methodical way, this role offers a rewarding opportunity to support impactful online learning environments (LMS). This position ensures smooth day-to-day operations of Moodle by assisting users, resolving technical issues, maintaining system integrity, and supporting integrations with third-party tools. The ideal candidate will be detail-oriented, technically proficient, and customer-service driven, with hands-on experience supporting Moodle in an educational or training environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 support for Moodle users (learners, educators, 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

Required Qualifications

•  National diploma or degree in Information Technology, Computer Science, Educational Technology, or a related field.
  
• Minimum 2 years of experience 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.
  
• Strong analytical and problem-solving skills with attention to detail.
  
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and collaborate effectively with non-technical users.
  
• Customer-focused with a proactive support mindset. Reliable and consistent in delivering timely user support and resolving issues.
  

Preferred Qualifications

• Moodle certification or training from Moodle Academy or a Certified Moodle Partner.
  
• Experience with Moodle mobile apps, custom themes.
  
• 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.
  

 Work Style Traits

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  
• Integrity — Job requires being honest and ethical.
  
• Dependability — Job requires being reliable, responsible, and dependable.
  
• Cooperation — Job requires being pleasant with others and displaying a good-natured, cooperative attitude.
  
• Stress Tolerance — Job requires accepting criticism and dealing calmly with high-pressure situations.
  
• Analytical Thinking — Job requires analysing information and using logic to address work-related issues.
  
• Self-Control — Job requires maintaining composure and keeping emotions in check.
  

 
Knowledge Areas 

• Customer and Personal Service — Principles and processes for providing customer support.
  
• Computers and Electronics — Knowledge of computer hardware/software, including Moodle, servers, and integrations.
  
• Education and Training — Understanding of learning principles, instructional design, and eLearning.
  
• Administration and Management — Familiarity with basic administrative and project tracking tasks.
  

Benefits

Application Instructions

Please submit your CV and a short motivation letter detailing your experience with Moodle support. Please included the names, email addresses and telephone details of three referees we may contact.

Only shortlisted candidates will be contacted.

Other important information:

• All shortlisted candidates may be required to participate in relevant skills assessments and psychometric tests as part of the selection process.
  
• Applications will only be considered after the closing date or if they comply with at least the minimum requirements.
  
• Ms Hannah Boast [email protected], for application-related enquiries.
  
• AOSIS is committed to equality, employment equity and diversity. In accordance with the Employment Equity Plan of AOSIS and its Employment Equity goals and targets, preference may be given but is not limited to candidates from under-represented designated groups.
  
• All candidates who comply with the requirements for appointment are invited to apply. 
  
• All candidates agree to undergo verification of personal credentials and criminal and credit checks (if applicable).
  
• AOSIS reserves the right not to fill the advertised positions.
  
• Applicants should be South African citizens, permanent residents with a bar-coded ID, or possess a valid work visa or permit.