Technical Support Officer

Valenture Institute; Cape Town; Remote; ZAR 50 000 - 200 000; Full time

Job summary

An innovative educational institution is seeking a Technical Support Officer to join their IT Services team. This role focuses on empowering learners and guardians by providing first-line technical support and assisting with internal IT responsibilities. You'll work with tools like Moodle and Google Workspace, ensuring smooth onboarding and troubleshooting processes. This position not only offers the chance to enhance your technical skills but also to contribute to a mission-driven organization dedicated to transforming education. If you're passionate about technology and education, this is a fantastic opportunity to make a meaningful impact.

Benefits

Family member discount

Remote working

Voluntary savings programme

Half-day birthday leave

Qualifications

• 1 year of first-line technical support experience required.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Provide first-line technical support via various channels.
• Develop and deliver technical training for onboarding.

Skills

Technical Support

Communication Skills

Touch Typing

Productivity Tools

Relationship Building

Pressure Handling

Education

Matric

Tertiary Qualification in IT

Tools

Moodle

Google Workspace

Intercom

MS Office

Job description

Contract Type : Fixed term - less than 6 months

Company description : Valenture Institute partners with the world's leading education institutions to transform physical limitations into digital opportunities.

We create new opportunities for students to choose an aspirational online learning experience by offering fully-supported online high school programmes. As a social enterprise, Valenture Institute is also committed to levelling the playing field and increasing access for all students through free curriculum offerings, extensive scholarship programs, and blended learning micro schools in underprivileged communities.

The role : Summary : The Technical Support Officer works within the IT Services team to empower and provide first-line technical support to our learners and guardians.

They also assist with internal IT support-related responsibilities.

The team works with our Learning Management System (Moodle), video conferencing software, GSuite infrastructure, our knowledge base and ticketing system (Intercom), as well as third-party software (e.g., TIA).

The team is responsible for creating technical live sessions, bootcamps, and support resources for learners and guardians, focusing on onboarding and troubleshooting.

Day-to-day responsibilities include, but are not limited to :

1. Providing technical support resources and onboarding for learners and guardians.
2. Providing first-line technical support via support channels, ensuring SLAs and CSAT objectives are met.
3. Triaging system issues reported by users, escalating and coordinating with internal teams as needed.
4. Developing and delivering technical training for onboarding and capacity-building.
5. Creating and curating help centre content and support resources.
6. Providing technical support to external markers.
7. Training customer-facing staff on technical topics and systems.
8. Supporting IT Services team with technical support activities and overflow tasks.
9. Assisting with system testing, troubleshooting, and quality assurance.
10. Data capture and processing.

Requirements :

1. Matric
2. 1 year of first-line technical support experience
3. Excellent verbal and written communication skills
4. Touch typing at 60 words per minute
5. Experience with productivity tools (e.g., MS Office, Google Workspace)
6. Ability to build relationships with technical and non-technical stakeholders
7. Ability to work under pressure and after hours for urgent issues

Advantageous :

1. Additional first-line technical support experience
2. Google Workspace admin experience
3. Moodle experience
4. CRM experience (e.g., Intercom, Hubspot)
5. Tertiary qualification in IT-related field
6. SQL and/or coding experience

Benefits :

• Family member discount to Valenture Institute
• Remote working
• Voluntary savings programme
• Half-day birthday leave

Equal opportunity employer : Valenture Institute is committed to transformation and considers its Employment Equity plan during recruitment. The company aims to eliminate all forms of unfair discrimination in hiring.

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Technical Support • Cape Town, Western Cape