L1 Software Support Analyst

Location: Cape Town (Remote) | Candidates outside of Cape Town will still be considered

Contract Type: Fixed-term (approximately 2 - 3 months)

Start date: July 2024

Level: Junior

Job summary:

We are looking for Software Support Analysts to join our growing support team. We are looking for someone who is confident and outgoing, comfortable working in a fast-paced, energetic environment and eager to have a big impact over the coming years of growth.

We are looking for a natural problem solver who has worked within a service desk, eLearning or technical support environment with exposure to ITIL Service Management processes, you will need to demonstrate strong written and verbal communication skills, be organised, proactive and prepared to be challenged!

As a 1st line Software Support Analyst, you will be the first point of contact for our clients and you will be able to log, coordinate resolution and communicate updates for multiple incidents & requests.

You have:

• Understanding of Learning Management Systems such as Canvas, Moodle, edX, etc.

• Understanding of how the internet and world wide web works.
• Must have previously worked with browsers (e.g. Chrome, Internet Explorer or firefox)

• Ability to assist users, troubleshoot or resolve technical issues in a virtual environment (i.e. email)

• A minimum of 1-3 years’ years experience as Help Desk Support/ 1st line support

• Maintaining a sharp level of attention to detail

• Ability to build and maintain good relationships including developing trusted advisor relationships

• Juggling multiple tickets/ clients / stakeholders at a time

• Driving continuous improvement in the quality of products and services

• Adapts to situations and understands new concepts quickly

• Proven ability to self-motivate and work independently as well as part of a multi-disciplinary squad

• Excellent organizational and time management skills & ability to work to deadlines

• Communicate confidently, clearly and effectively, both in written and verbal form.

• Effectively use online collaboration tools e.g. Slack, Zoom, Google Docs
• A keen interest in the EdTech industry will be advantageous
• Must have a strong customer service mindset; prior experience in a customer service role is advantageous
• Prior experience using Learning Management Systems as a student (Canvas / Blackboard / Brightspace) is advantageous but not necessary

To do:

• Validate and clarify the issue described in tickets

• Ensure what the user is describing is "real" and not a misunderstanding or user errors

• Answer all how-to questions.

• Fix all end-user issues that are resolvable through the Learning Management System User Interface (UI)

• For simple bugs, reproduce and document reproduction steps before escalating

• Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly

• Maintain both high efficiency and high quality of wor

Requirements

• Must have a laptop or computer to work from
• Minimum specifications / requirements:
• Operating System: Windows 10/11, Windows 8.1, Windows Server 2012 R2, MacOS 12.0 or later
• CPU: 1vCPU with 1 GHz or faster processor
• RAM: 8 - 16gb
• Hard drive: 100 MB or more
• .NET Framework version: 4.6.1 or later
• Video: DirectX 9 or later with WDDM 1.0 driver
• Must have an internet connection of at least 40 mbps.
• Due to the nature of this role, it would be imperative to be fully operational during your entire shift, including during load-shedding.
• Must be available for one of the following shifts:

• Shift 1: Monday to Friday (14H00 to 22H30)
• Shift 2: Monday to Friday (16H00 to 00H30)
• Shift 3: Monday to Friday (18H00 to 02H30)
• Shift 4: Saturday to Wednesday (16H00 to 00H30)

Benefits

ABOUT CONSTRUCT EDUCATION

Construct Education is a strategic digital learning solutions company specializing in the design of innovative, impactful, and bespoke digital learning experiences. As a wholly-owned subsidiary of OES, a global leader in education solutions, we continue to push the boundaries of online education.

Construct Education is a fee-for-service partner to institutions, and organizations worldwide, creating digital learning experiences that empower both learners and educators. We are committed to redefining online education in a way that prepares learners for real-world challenges and helps them succeed in their careers.

We are on a mission to transform online learning and bridge the gap between education and employment. Our vision is for everyone to have access to meaningful education through superior online programs.