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IT Support Officer and LMS Administrator

CollierBroderick

Dublin
7 days ago
Dublin
7 days ago

IT Support Officer and LMS Administrator

 

Our client, IICP College, islooking for an IT Support person to join the growing educational technology team, who will responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.


Are you interested in supporting the staff, students and lecturers in their use of eLearning technologies in a leading third level College?

 

Welcome to IICP College


IICP College is a third-level college of educational excellence for a wide range of accredited and validated courses in counselling, psychotherapy and related fields, delivered by committed, highly qualified lecturers in a welcoming and supportive environment.


The College aims to provide training and education to the wider community of professionals and volunteers working in the caring professions. This is achieved through offering opportunities, both formally and informally to learners, which enhance personal and professional development through training and education within the context of mental health.

 

The Role

 

The IT Support Officer and LMS Administrator will be responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.


The role will additionally involve providing support to the Educational Technologist in the development and application of new technologies and with eLearning lecture creation for a new blended learning programme being rolled out by the college. Updating and maintenance of the website using WordPress and other tools is also part of the role.


This is an opportunity to be part of an exciting new development team and directly contribute to the end-users ongoing learning experience.


Reporting to

 

Reporting to the Educational Technologist.


Key Responsibilities

 

Technical Support – Students, Faculty & Staff

  • Providing exceptional support service via remote support using Zoom, phone, email and on-site as appropriate to students, faculty, and staff.
  • Deal with student queries regarding Moodle assignment uploads, password changes, site navigation, Zoom navigation, eBook rentals and online library navigation.
  • Take student photos and produce student cards in-house using card printer.
  • Setup and assigning zoom accounts to faculty, assistance with Zoom video recordings and management of zoom accounts and back-end settings.
  • Support the faculty team with video recordings on the Vimeo hosting platform, ensure privacy settings are correct, embedding videos on Moodle
  • Creating easy to follow procedures for faculty and staff.


Moodle Administration

  • LMS administration on Moodle which would involve:
  • Enrolling students
  • Resetting passwords
  • Adding resources
  • Creating new modules
  • Embedding external site content on the platform
  • Liaising with external Moodle hosting provider to ensure efficient delivery of service, back-end support, back up of data etc. is carried out.


IT Projects Support

  • Assist with the implementation and move to Office 365 storage solution for staff and faculty, which will include:
  • data transfer,
  • staff training,
  • mapping and organising of folders leading to a seamless transfer from server-based to a cloud-based solution.
  • Assist with college email allocation and 2 factor authentication settings.


IT Operational Support

  • A/V support to faculty on teaching days
  • Liaise with college’s IT provider on issues regarding back-ups, warranties, anti-virus software, firewall etc.


Website

  • Website maintenance including;
  • Ongoing Wordpress site design and structure updates
  • Creation of new courses and regular content creation/updates
  • Ongoing maintenance of website – platform updates, plugin updates, integration testing, end-user testing etc.


E-Learning Course Development Support

  • Assist Educational Technologist with eLearning development of course lectures which may involve; creation of PDF lectures, audio and video editing, multimedia lecture authoring using Articulate 360, reviewing lectures and proofreading.


In addition to the above core responsibilities, the successful applicant will have the opportunity to immerse themselves in a variety of eLearning technologies including green-screen recording, video editing, audio mastering, eLearning authoring, lecture design and creation.


Requirements


The successful candidate will ideally have a degree in Computing or IT related field, but a Higher Cert with relevant experience would be considered.


They will have at least 2 years’ experience with the following:


-         IT support provision

-         Wordpress or similar

-         Vimeo

-         Office 365 Administration Management

-         Familiarity with Moodle or VLE

-         Providing trouble shooting and internal support to both PC & Mac users and referring to outsourced IT support for more complex issues.

-         Familiarity with Zoom or similar

 

Previous experience in the use of eLearning technologies would be a distinct advantage.

 

Previous experience in IT support roles in an education setting would be a distinct advantage, but other customer facing IT support roles would be useful. The person needs to be able to deal with students and faculty to troubleshoot and support their IT and educational technology needs.

 

Previous experience in roles in IT Support, IT technicians, and/or LMS administration in an education setting would be preferred.

 

The ideal candidate will also be able to demonstrate the following:


·        Excellent problem solving and organisational skills to diagnose, evaluate and resolve issues in a timely manner.

·        Excellent communication skills and previous experience interacting with multiple business stakeholders.

·        Ability to manage and prioritise multiple tasks at different periods

·        Excellent attention to detail in performing day to day tasks

·        Interest in applying technological solutions to an education environment

 

Contract Duration

 

This is a permanent full-time position.

 

Salary & Benefits


IICP College will offer a generous salary and benefits commensurate with the role.

 

Working Hours

 

The role is a standard working week, Mon-Fri, 40 hours per week.

 

There is some Saturday work required. At the moment, during COVID-19 it amounts to one Saturday a month during the academic term, but in general it’s about 14 Saturdays in a year.

 

The IT Support Officer and LMS Administrator will be expected on occasion to deliver work outside normal working hours at certain times to support key projects, deadlines and academic cycles.


Location

 

The role is normally based in the IICP College offices in Killinarden, Dublin 24. During COVID-19 restrictions, working from home may apply.

 

Your Next Step


If you are ready to take a further step in your career, apply now. 

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3x Care Support Worker - Part-Time - Dublin

Cheshire Ireland

Sallynoggin
2 days ago
Sallynoggin
2 days ago

EXCITING CAREER OPPORTUNITIES!

3x Care Support Workers

Cheshire Ireland provides quality services to adults with physical,sensory and neurological disabilities at a medium and high level of need. We provide individualised supports to promote wellbeing, independence and quality of life for all people who use our services. We currently provide services to over 200 people in their own homes, in residential centres, in supported accommodation and in respite facilities. Established in Shillelagh, Co.Wicklow in 1963, Cheshire Ireland are a Section 39 organisation funded by the HSE. We employ over 800 staff and operate in Dublin, Cork, Galway, Wicklow, Limerick, Donegal, Kerry, Carlow, Waterford, Sligo and Mayo.

 

The people we are looking to recruit will be contracted on 5, 21, 20 hours, in Cheshire Community Living Services Dublin . This service is based in Sallynoggin Co Dublin.

 

THE ROLE

What we do?


A Care Support Workers role is to support and facilitate individuals to live in their own home, to develop and hold valued social roles and a variety of meaningful relationships within their communities.


How we work

The Cheshire Community Living Service is based on clear principles of supporting people one person at a time. As a Cheshire Care Support Worker you will be committed to the provision of quality services and to the concept of working in partnership with clients who live in their own homes.


What you will do

The successful candidates will have the ability to operate independently with good use of initiative, and also to work effectively in a small team of staff. You and your team will provide personal care in line with client health needs, exercise programmes, and household management. You and your team will support clients safety, security, emotional, and spiritual well-being whilst also supporting people, if necessary, to identify their individual goals and achieve future aspirations.


SKILLS and EXPERIENCE

 Driving Licence Essential

 Supporting a Service User In Their Daily Life

 Social Care Qualification

 Ability to Network in the Community

 Desire for Personal & Professional Development

 Personal Initiative

 Commitment

 

WHY WORK WITH US? 

  Flexible Working Hours

  13.94-16.87 per hour (depending on exp)

  Maternity Benefit

  Employee Assistance Program

  Twilight/Night and Weekend Premiums

  Sick Leave Benefit

  Career Opportunities

  Induction and on going training


APPLY NOW!


To Apply For This Post Please Forward A Detailed CV Via Email To: Terry.donoghue@cheshire.ie


Closing Date:- 8th March 2021                                                                                       


Ref Code:- 3xCSW/Sall/Feb2021


Cheshire Ireland is an equal opportunity company. All successful candidates will be subject to vetting by the Garda Vetting Unit.

 

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3x Care Support Worker - Part-Time - Dublin

Cheshire Ireland

Sallynoggin
2 days ago
Sallynoggin
2 days ago

EXCITING CAREER OPPORTUNITIES!

3x Care Support Workers

Cheshire Ireland provides quality services to adults with physical,sensory and neurological disabilities at a medium and high level of need. We provide individualised supports to promote wellbeing, independence and quality of life for all people who use our services. We currently provide services to over 200 people in their own homes, in residential centres, in supported accommodation and in respite facilities. Established in Shillelagh, Co.Wicklow in 1963, Cheshire Ireland are a Section 39 organisation funded by the HSE. We employ over 800 staff and operate in Dublin, Cork, Galway, Wicklow, Limerick, Donegal, Kerry, Carlow, Waterford, Sligo and Mayo.

 

The people we are looking to recruit will be contracted on 5, 21, 20 hours, in Cheshire Community Living Services Dublin . This service is based in Sallynoggin Co Dublin.

 

THE ROLE

What we do?


A Care Support Workers role is to support and facilitate individuals to live in their own home, to develop and hold valued social roles and a variety of meaningful relationships within their communities.


How we work

The Cheshire Community Living Service is based on clear principles of supporting people “one person at a time”. As a Cheshire Care Support Worker you will be committed to the provision of quality services and to the concept of working in partnership with clients who live in their own homes.


What you will do

The successful candidates will have the ability to operate independently with good use of initiative, and also to work effectively in a small team of staff. You and your team will provide personal care in line with client health needs, exercise programmes, and household management. You and your team will support clients’ safety, security, emotional, and spiritual well-being whilst also supporting people, if necessary, to identify their individual goals and achieve future aspirations.


SKILLS and EXPERIENCE

§ Driving Licence Essential

§ Supporting a Service User In Their Daily Life

§ Social Care Qualification

§ Ability to Network in the Community

§ Desire for Personal & Professional Development

§ Personal Initiative

§ Commitment

 

WHY WORK WITH US? 

§  Flexible Working Hours

§  €13.94-€16.87 per hour (depending on exp)

§  Maternity Benefit

§  Employee Assistance Program

§  Twilight/Night and Weekend Premiums

§  Sick Leave Benefit

§  Career Opportunities

§  Induction and on going training


APPLY NOW!


To Apply For This Post Please Forward A Detailed CV Via Email To: Terry.donoghue@cheshire.ie


Closing Date:- 8th March 2021                                                                                       


Ref Code:- 3xCSW/Sall/Feb2021


Cheshire Ireland is an equal opportunity company. All successful candidates will be subject to vetting by the Garda Vetting Unit.

 

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Manager, Customer Support

Brightflag

Dublin
16 days ago
Dublin
16 days ago

 

Be The Next Strategic Global Leader of Customer Support!

Brightflag is looking to bring on an experienced Manager of Customer Support to lead the global technical support team. The Manager of Customer Support will report to our VP of Customer Success & be responsible for handling customer & law firm user questions and issues on the Brightflag platform. You will be a key member of the Customer Success team working cross-functionally within the CS and go-to-market teams as well as Engineering and Product teams to deliver consistent world-class support!

At Brightflag, we place a high level of focus on execution, quality, and timeliness of resolution in order to achieve our committed SLAs across our customers. In this role, you will be measured along the following metrics: Time to First Response (TTFR), Status Update Frequency (SUF), weekly case backlog, and case growth rate. Both TTFR and SUF relate directly to our customer commitment of responsiveness in resolving technical issues, to which we currently achieve 95%+ compliance globally. Our weekly case backlog ensures cases are being resolved quickly against our target of 30 cases. An important measure of success in your first year will be achieving our case growth rate target or < 4.5%, which a strong candidate will bring expertise and previous experience on managing growing case volumes and case deflection strategies to achieve this goal.

 

WHAT YOU WILL DO:

The Brightflag Support team plays a key role in the value we deliver to our customers and their vendors, which enables their ongoing legal service operations with minimal disruption.

  • Hire, motivate, and retain a team of technical support representatives, responsible for delivering exceptional customer support via email, in-app messaging, and phone 
  • Consistently track (daily/weekly/monthly) progress against our goals for TTFR, SUF, weekly case backlog, and case growth rate, and identify areas for improvement 
  • Manage daily and weekly escalations within the technical support team to ensure timely resolution of critical cases 
  • Implement case deflection strategies by analyzing support case data and trends to identify opportunities for reducing or slowing case growth
  • Coach support reps on managing, responding and resolving complex cases
  • Continuously refine and implement processes, policies, tooling, and documentation that enables the team to deliver world-class support 
  • Track, measure, and report on key support metrics, including regular reviews with Brightflag leadership 
  • Author new help center or other knowledge articles to enable improved customer self-sufficiency 
  • Work cross-functionally with CSMs, Implementations, Product, Engineering and Legal Analyst teams to support customers 

WHAT YOU'VE ALREADY DONE:

An important element of success will be your ability to become an expert on the product, and to think long-term about scaling and growth needs of the global team and the operations, tools, process, or product improvements necessary to meet company and team goals and to deliver effective technical solutions to our customers.

  • You've successfully implemented strategies to achieve SLAs, case backlog and case growth rate or similar targets within a global support organization 
  • You've used Zendesk or similar case tracking systems, reporting tools, and insights to understand case trends, backlog, SLAs, escalations, priority, and other resourcing needs across the team each day.
  • You have a proven track record of achieving high levels of customer satisfaction and aligning outcomes to customer and company goals
  • You've demonstrated ability to analyze customer support and product data to make recommendations and improve processes ongoing
  • You are known for evaluating and implementing case deflection strategies to support company growth 
  • You've handled critical customer issues that require escalation to Product/Engineering teams for resolution 
  • You pride yourself on your communication skills, including customer facing verbal, written, and presentation ability
  • You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions

BONUS SKILLS:

  • Domain knowledge or expertise in legal management, legal operations or legal service delivery
  • Experience with Salesforce, JIRA or other account management and development software 
  • Managed a geographically distributed team

BENEFITS & PERKS  

At Brightflag, your work makes a real difference, your contribution is seen and your work is valued. We value growth & would love for you to join & later on find new passions here at Brightflag!

  • Competitive salary and equity in a fast-growing start-up   
  • Flexible work location across Ireland
  • 25 days holidays   
  • Comprehensive health insurance with Irish Life   
  • Educational Assistance policy (incl study leave) to support your development 
  • Reading is important, therefore we offer an outstanding Book Worm Scheme benefit   
  • Wellness Programs and a focus on Work Life balance 

ABOUT BRIGHTFLAG

Hello, we're Brightflag - one of the fastest growing tech-startups in the legal world. We've recently announced the completion of a$28 million growth equity investment to continue our mission to transform legal spend management. We're achieving this by combining AI, Machine Learning and a range of technologies to deliver a data driven, legal spend management platform. 

Our SaaS platform intelligently allows our customers to analyse legal bills, drive cost savings and automate time intensive processes. It also extracts insights, used to make data-driven decisions at every step of the legal spend lifecycle. Customers include Uber; Telstra, Australia's largest telecommunications company; and Rimini Street, the multinational enterprise software support company.  You can learn more about Brightflag Here

At Brightflag, we are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. 


 

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COVID19 - Care Support Worker - South Dublin/ Wicklow

Cheshire Ireland

Blackrock, Greystones, Eaglewood and South Dublin
30+ days ago
Blackrock, Greystones, Eaglewood and South Dublin
30+ days ago

Covid-19 - 20 Care Support Worker Hours


(6 months contract, South Dublin & Wicklow)


Cheshire Ireland seek Care support staff in response to the Covid-19 crisis.


Would you like to work with an excellent team of friendly professionals?

Do you have qualification in Social care or experience in caring for adults with disability?

Are you able to work flexible hours?


If yes is the answer to the above questions, apply for the Care Support Worker role with Cheshire Ireland via ‘Apply for position now’ button


What we do:

We provide quality services to adults with physical, sensory and neurological disabilities at a medium and high level of need. We provide individualised supports to promote wellbeing, independence and quality of life for all people who use our services.


How we work:

As a Cheshire Care Support Worker you will be committed to the provision of quality services and to the concept of working in partnership with clients who live in their own homes and in residential centres.

 

What you will do:

The successful candidates will have the ability to operate independently with good use of initiative, and also to work effectively in a team of staff. You and your team will provide personal care in line with client health needs, exercise programmes, and household management. You and your team will also support clients’ safety, security, emotional, and spiritual well-being. 

 

Why work with us:

·        €13.94-€16.87 per hour (depending on exp)

·        Employee assistance programme

·        Full training provided

·        Twilight/Night and Weekend Premiums




Cheshire Ireland is an equal opportunities employer

All successful candidates will be subject to vetting by the Garda Vetting Unit.












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COVID19 - Care Support Worker - South Dublin/ Wicklow

Cheshire Ireland

Blackrock, Greystones, Eaglewood and South Dublin
30+ days ago
Blackrock, Greystones, Eaglewood and South Dublin
30+ days ago

Covid-19 - 20 Care Support Worker Hours


(6 months contract, South Dublin & Wicklow)


Cheshire Ireland seek Care support staff in response to the Covid-19 crisis.


Would you like to work with an excellent team of friendly professionals?

Do you have qualification in Social care or experience in caring for adults with disability?

Are you able to work flexible hours?


If yes is the answer to the above questions, apply for the Care Support Worker role with Cheshire Ireland via Apply for position now button


What we do:

We provide quality services to adults with physical, sensory and neurological disabilities at a medium and high level of need. We provide individualised supports to promote wellbeing, independence and quality of life for all people who use our services.


How we work:

As a Cheshire Care Support Worker you will be committed to the provision of quality services and to the concept of working in partnership with clients who live in their own homes and in residential centres.

 

What you will do:

The successful candidates will have the ability to operate independently with good use of initiative, and also to work effectively in a team of staff. You and your team will provide personal care in line with client health needs, exercise programmes, and household management. You and your team will also support clients safety, security, emotional, and spiritual well-being. 

 

Why work with us:

        13.94-16.87 per hour (depending on exp)

        Employee assistance programme

        Full training provided

        Twilight/Night and Weekend Premiums




Cheshire Ireland is an equal opportunities employer

All successful candidates will be subject to vetting by the Garda Vetting Unit.












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Project Support Officer

SSE

Dublin
6 days ago
Dublin
6 days ago

Base Location: Dublin, Leopardstown

Salary: Circa €40,000 depending on skills and experience a range of other benefits to support your finances, health and wellbeing.

Working Pattern: Permanent | Full Time with flexible working options available

About the Department

SSE Renewables Capital Projects teams are responsible for developing and building our Renewables Assets, both onshore and offshore with a focus on maximising the value of our current pipelines, whilst pursuing new markets.

What is the Role?

SSE Renewables is Ireland's leading owner and operator of Onshore wind and is actively progressing a number of offshore wind opportunities, both in Ireland and beyond. We have an exciting opportunity for a Project Support Officer to work with Arklow Wind Farm and support the Project Manager and wider team from our Dublin office. The successful candidate will work as part of a busy team, the role will suit an organised and personable individual who works well within a team and prides themselves on excellent attention to detail.

What do I need?

To be successful in this role, we are looking for you to have the following;

- Previous experience as a project administrator, document controller or personal assistant is essential.

- Outstanding stakeholder management skills with the ability to build and maintain relationships

- Experience raising purchase orders, receipting of invoices, ensuring payments are made on-time and reconciling cash flows with approved budgets and purchase orders.

- Experience dealing with sub-contractors and co-ordinating contract communications with project teams.

- A history of effectively co-ordinating a meeting schedule and assisting in the production of meeting minutes and recurrent project reports.

- An organised and methodical approach to work

- A keen eye for detail

- Proficiency in MS Office applications (Excel, Word, Powerpoint)

- An ability to understand technical concepts

- An ability to work independently to agreed timelines, and to deliver on commitments made.

- A strong team player with the willingness to support other team members during key project periods.

Our Benefits

We're committed to ensuring we offer our people a great place to work. From extra holidays and mental health support, to financial education and shopping discounts we offer a diverse range of benefits to suit your needs. Click here to find out what else is on offer.

Next Steps

All applications should be submitted online however to discuss any adjustments you may require submitting your application please get in touch with pamela.fleming@sse.com or on 44 (0)141 224 7070. We'll let you know the outcome of your application after the closing date.

If you successfully secure a role with us, you'll be required to complete our pre-employment screening process before joining.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it'.

Read more about our inclusion and diversity commitments here.

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

#LI-PF1

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Customer Support Specialist

Mackin

Dublin, Ireland
12 days ago
Dublin, Ireland
12 days ago
Our client in Dublin is currently seeking a highly experienced and motivated Technical Support Specialist for their Business API Support Team.
The position will be an 11 month contract.
RESPONSIBILITIES:
• Become a technical expert of the Business API for all platforms
• Provide white-glove support to Business platform system administrators such as IT professionals or web developers to ensure a high level of customer service
• Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc.
• Maintain a high proficiency of all processes and product updates
• Identify workflow related opportunities and suggest improvements
• Investigate, triage, and report technical issues with the Business API on supported platforms
• Follow internal escalation paths across multiples tiers of scaled support
• Display solid understanding of API functionality, and perform API calls
SKILLS:
We are seeking a customer support extraordinaire who is passionate about helping customers resolve their issues, willing to improve our customer experience, and wants to make a positive impact on an emerging team. The ideal candidate is someone who has worked in a product customer support or tier one technical support environment within the technology or social media industry.
ESSENTIAL SKILLS/EXPERIENCE:
• 2-4 years of experience providing customer or enterprise support in a technical environment
• Customer-oriented mindset with demonstrated understanding and empathy
• High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
• Understanding of REST API Methods and Webhooks
• Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
• Creative problem solver with excellent troubleshooting skills
• Demonstrated ability to multitask and prioritize in a fast-paced environment
• Collaborative team player with "get it done” attitude
• Comfortable with processes and repetition
• B2B technical support experience is highly desired
• Available to work during weekends on a rotational basis
• High quality written and spoken English is mandatory
PREFERRED SKILLS:
• Basic understanding of a Web stack; basic scripting experience
• Experience with an API Testing tool (ie. POSTMAN, SoapUI, Advanced Rest Client)
• Some SQL skills preferred
• API support/management experience
• QA or Technical Support Experience
• Technical writer experience
EDUCATION:
• Associates degree, Bachelors degree, Tech Boot Camp gra

BENEFITS:

  • Competitive salary, with great onsite benefits including canteen with all meals, drinks and snacks included.
  • Healthcare contribution and inclusion in company pension scheme
  • Work laptop and phone
  • State of the art modern offices
  • 25 days annual leave (pro-rata) plus paid bank holidays
  • Expanding workforce with potential for career progression for top performers
  • Working with a company that will make your CV stand out.
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Product Support Lead - Part Time

Harvey Nash Ireland

Dublin City Centre, Dublin
13 days ago
Dublin City Centre, Dublin
13 days ago

Our client, a global leading tech company, is seeking a Product Support Lead to join their team on a part time basis over a 10 month project.

Project Overview:
  • In this role, you will provide product commercialization support for a new media insights product that is being launched to agencies and advertising partners. You will be the primary voice for support/questions from our users, liaise with the cross-functional/technical team.
  • Your contributions will help the team scale access more quickly and efficiently, respond to customer requests more quickly, and develop a systematic understanding of user feedback/issues.

Overall Responsibilities:
  • Be the first point of contact and "voice" of our product out to the market; respond to external users' questions in a timely and professional manner; support troubleshooting. Users are primarily from media/creative agencies or advertisers.
  • Be the central point of contact to our technical team, summarizing user feedback, using proper channels to escalate urgent issues. Triage, organize and synthesize key issues arising from user feedback, to inform product roadmap and highlight bugs/issues.
  • Manage the new user onboarding process, allowing access for users/agencies, exhibiting close attention to detail, timeliness and professionalism.
  • Synthesize adoption and usage trends (i.e. by user type, by country) to team and surface insights about product usage or recommendations for user engagement. Review CSAT surveys, summarize issues and present findings to team. This requires data analysis, analytical thinking and an understanding of marketing (i.e. growth drivers).
  • Develop and manage a prioritized list of user feedback/feature requests to inform product roadmap, based on user types (company, geography, role)
  • Drive enhancements to support model and ensure Service Level Agreements (SLAs) are consistently met or exceeded. Provide recommendations to team to improve escalation/feedback paths and processes, to improve product serviceability
  • Update support materials and customer-facing documentation to address most frequently asked questions.

Top 3 Daily Responsibilities:
  • Respond to user feedback and questions
  • Collect and synthesize user feedback into the technical team
  • Manage new user onboarding process, and communicate status/updates to end users and team

Skill/Experience/Education
Mandatory
  • 2 Minimum years of relevant experience: product commercialization support and / or project management experience
  • Native-level fluency in English with strong written and verbal communication skills, including professional client communication skills
  • Experience with Google spreadsheets, docs, and Gmail Excellent project management, organization and interpersonal skills
  • Ability to simplify complex topics, clearly articulate problems, and propose clear solutions.
  • Comfort with data analysis, analytical thinking (i.e. ability to analyze usage trends, lapsed users, adoption opportunities, revenue impact).
  • Comfort interfacing with cross functional teammates, including Product Management / Engineering teams. Strong analytical, troubleshooting and problem-solving skills.
  • Comfort with a fast-paced and fast-changing environment Knowledge of advertising market or online ads landscape
Desired
  • Self-starter and independent worker; proactive thinker
  • Familiarity with Data Studio Marketing knowledge around growth drivers, adoption, customer growth, retention Experience in digital media, with familiarity in media agencies
  • Identifying and executing process improvements.

Posted

7 days ago

Description

IT Support Officer and LMS Administrator

 

Our client, IICP College, islooking for an IT Support person to join the growing educational technology team, who will responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.


Are you interested in supporting the staff, students and lecturers in their use of eLearning technologies in a leading third level College?

 

Welcome to IICP College


IICP College is a third-level college of educational excellence for a wide range of accredited and validated courses in counselling, psychotherapy and related fields, delivered by committed, highly qualified lecturers in a welcoming and supportive environment.


The College aims to provide training and education to the wider community of professionals and volunteers working in the caring professions. This is achieved through offering opportunities, both formally and informally to learners, which enhance personal and professional development through training and education within the context of mental health.

 

The Role

 

The IT Support Officer and LMS Administrator will be responsible for the day-to-day technical support to staff, students, and faculty. The role will involve working with Zoom, Moodle, Vimeo, Office 365, Wordpress and other eLearning technologies.


The role will additionally involve providing support to the Educational Technologist in the development and application of new technologies and with eLearning lecture creation for a new blended learning programme being rolled out by the college. Updating and maintenance of the website using WordPress and other tools is also part of the role.


This is an opportunity to be part of an exciting new development team and directly contribute to the end-users ongoing learning experience.


Reporting to

 

Reporting to the Educational Technologist.


Key Responsibilities

 

Technical Support – Students, Faculty & Staff

  • Providing exceptional support service via remote support using Zoom, phone, email and on-site as appropriate to students, faculty, and staff.
  • Deal with student queries regarding Moodle assignment uploads, password changes, site navigation, Zoom navigation, eBook rentals and online library navigation.
  • Take student photos and produce student cards in-house using card printer.
  • Setup and assigning zoom accounts to faculty, assistance with Zoom video recordings and management of zoom accounts and back-end settings.
  • Support the faculty team with video recordings on the Vimeo hosting platform, ensure privacy settings are correct, embedding videos on Moodle
  • Creating easy to follow procedures for faculty and staff.


Moodle Administration

  • LMS administration on Moodle which would involve:
  • Enrolling students
  • Resetting passwords
  • Adding resources
  • Creating new modules
  • Embedding external site content on the platform
  • Liaising with external Moodle hosting provider to ensure efficient delivery of service, back-end support, back up of data etc. is carried out.


IT Projects Support

  • Assist with the implementation and move to Office 365 storage solution for staff and faculty, which will include:
  • data transfer,
  • staff training,
  • mapping and organising of folders leading to a seamless transfer from server-based to a cloud-based solution.
  • Assist with college email allocation and 2 factor authentication settings.


IT Operational Support

  • A/V support to faculty on teaching days
  • Liaise with college’s IT provider on issues regarding back-ups, warranties, anti-virus software, firewall etc.


Website

  • Website maintenance including;
  • Ongoing Wordpress site design and structure updates
  • Creation of new courses and regular content creation/updates
  • Ongoing maintenance of website – platform updates, plugin updates, integration testing, end-user testing etc.


E-Learning Course Development Support

  • Assist Educational Technologist with eLearning development of course lectures which may involve; creation of PDF lectures, audio and video editing, multimedia lecture authoring using Articulate 360, reviewing lectures and proofreading.


In addition to the above core responsibilities, the successful applicant will have the opportunity to immerse themselves in a variety of eLearning technologies including green-screen recording, video editing, audio mastering, eLearning authoring, lecture design and creation.


Requirements


The successful candidate will ideally have a degree in Computing or IT related field, but a Higher Cert with relevant experience would be considered.


They will have at least 2 years’ experience with the following:


-         IT support provision

-         Wordpress or similar

-         Vimeo

-         Office 365 Administration Management

-         Familiarity with Moodle or VLE

-         Providing trouble shooting and internal support to both PC & Mac users and referring to outsourced IT support for more complex issues.

-         Familiarity with Zoom or similar

 

Previous experience in the use of eLearning technologies would be a distinct advantage.

 

Previous experience in IT support roles in an education setting would be a distinct advantage, but other customer facing IT support roles would be useful. The person needs to be able to deal with students and faculty to troubleshoot and support their IT and educational technology needs.

 

Previous experience in roles in IT Support, IT technicians, and/or LMS administration in an education setting would be preferred.

 

The ideal candidate will also be able to demonstrate the following:


·        Excellent problem solving and organisational skills to diagnose, evaluate and resolve issues in a timely manner.

·        Excellent communication skills and previous experience interacting with multiple business stakeholders.

·        Ability to manage and prioritise multiple tasks at different periods

·        Excellent attention to detail in performing day to day tasks

·        Interest in applying technological solutions to an education environment

 

Contract Duration

 

This is a permanent full-time position.

 

Salary & Benefits


IICP College will offer a generous salary and benefits commensurate with the role.

 

Working Hours

 

The role is a standard working week, Mon-Fri, 40 hours per week.

 

There is some Saturday work required. At the moment, during COVID-19 it amounts to one Saturday a month during the academic term, but in general it’s about 14 Saturdays in a year.

 

The IT Support Officer and LMS Administrator will be expected on occasion to deliver work outside normal working hours at certain times to support key projects, deadlines and academic cycles.


Location

 

The role is normally based in the IICP College offices in Killinarden, Dublin 24. During COVID-19 restrictions, working from home may apply.

 

Your Next Step


If you are ready to take a further step in your career, apply now. 

Source: CollierBroderick