Technical Systems Advisor (Mid)

Application close date: 30 July 2026

The Position
The Student Support: Technical Systems Advisor (Mid) provides technical assistance to students across a range of
digital platforms. The role focuses on resolving system access issues, supporting online exams, and maintaining accurate
technical documentation. Working under supervision, this role ensures SLA compliance, student satisfaction, and data
integrity while contributing to the effectiveness of the Technical Support function.

KEY RESPONSIBILITIES
1. Exam and system support

• Provide technical assistance before and during online assessments, including LMS access, proctoring tools, and
  virtual exam room logins (e.g., MS Teams, Proctorio).
  


• Action activities in real-time support queues and proactively resolve live exam issues within SLA.
  


• Assist students in navigating virtual assessment environments and troubleshoot devices, browser, or connectivity
  issues.
  


• Escalate unresolved technical concerns following established protocols.
  


• Log, track and follow up on exam-day technical issues and student interactions in the case management system.

2. Student technical assistance and troubleshooting

• Respond to technical queries from students experiencing issues with platforms such as Moodle, Canvas, MS Teams,
  or Proctorio.
  


• Guide students through basic troubleshooting steps and usage protocols.


• Educate students on appropriate device and connectivity requirements.

3. Case Logging and data integrity

• Accurately log all interactions and technical issues in the Dynamics Case Management, ensuring full case closure
  and tagging.


• Maintain confidentiality of student data and exam integrity in compliance with POPIA.
  


• Submit daily and weekly performance reports as required.

4. Collaboration and knowledge support

• Participate in technical briefings and share learnings from support cases with the broader team.
  


• Stay up to date with updates to LMS, proctoring systems, and institutional SOPs to ensure accurate support.

5. General Engagement Hub Activities and Support

• Provide support across all functions within the Student Engagement Hub, including sales, administration, and student
  support, by assisting with any task including and not limited to administrative, processing, and service-related duties
  as required.
  


• Provide support during key admission and registration periods by assisting with assigned tasks to ensure the timely
  and accurate registration of students.
  


• Respond to, resolve, and/or escalate student queries using Customer Service workspace in a professional manner.
  


• Assist with exam-related queries on examination days, ensuring accurate and efficient responses
  


• Support students with MS Teams login issues on facilitation days, ensuring minimal disruption to learning.
  


• Maintain up-to-date knowledge and understanding of relevant support processes, administrative procedures, and
  institutional policies.
  


• Ensure strict adherence to POPIA and other applicable regulatory compliance requirements in all interactions and
  data handling.

QUALIFICATIONS, EXPERIENCE & SKILLS

• Minimum: Matric / Grade 12.
  


• Preferred: Post-school qualification at least NQF L5 in Information Systems, Digital Learning Support and or Business
  Management, Customer Service.
  


• 2–3 years’ experience in technical support, digital learning, or student support contact centers.
  


• Working knowledge of technical troubleshooting and platforms such as Moodle, Canvas, MS Teams, and Dynamics
  systems.
  


• Familiarity with proctoring tools and online assessment environments.
  


• Familiarity with data protection and cybersecurity principles (POPIA, anti-cheating measures).
  


• Good digital communication skills (email, chat, video support).

COMPETENCIES

• Technical Problem Solving: Confident in diagnosing and resolving digital access and platform issues.
  


• Professionalism and Integrity: Maintains strict confidentiality of student information and ensures assessment
  compliance.
  


• Empathy and Patience: Offers supportive guidance to students with varying levels of tech ability.
  


• Time Management: Able to manage multiple simultaneous support queries, especially during exams.
  


• Adaptability: Adjusts quickly to updates in systems, tools, and digital assessment protocols.
  


• Service Orientation: Committed to deliver quality service; prioritises student needs and satisfaction.
  


• Cultural Sensitivity: Respects and supports students from diverse backgrounds.
  


• Excellent written and verbal communication skills. Strong attention to detail and high levels of accuracy.
  Professional and courteous communication across multiple channels (cases, email, phone, chat, in person).
  


• Collaboration: Willingness to assist colleagues across departments; work well with teams such as finance, housing,
  assessments, and academics.
  

By submitting your personal information and application, you hereby confirm: 

• That you have read and understood our Privacy Policy/Notice. To access, copy and paste the link into your web browser:
  


• https://documents.milpark.ac.za/public/milpark%20education%20applicant%20and%20employee%20privacy%20notice.pdf. 


• That you have no objection to us reviewing and processing any personal information provided in the course of your application, as well as any information that you have provided in support of your application.


• That you have no objection to us retaining your personal information in our database for future employment opportunities that might arise.

Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements