Our client, an award-winning learning technology platform provider is seeking an experienced senior 3rd line support engineer to support clients with resolving technical issues and maximise client satisfaction. If you are an analytical, problem-solver with excellent communication skills and have experience of working with bespoke LMS platforms then this could be the role for you
Stand out from other candidates, with the LPI’s Capability Map see how
Responsibilities
- Provide 3rd line specialist client support and advice for highly customised Totara platforms and associated technology, via email, Microsoft Teams and telephone.
- Support with escalated end-client queries that require technical investigation and resolution, in line with ITIL problem management
- Work closely with the Services Manager to oversee resource planning and task allocation for 3rd line support engineers
- Carry out analysis to avoid repeated technical issues
- Guide and support 3rd line Support Engineers and 2nd line Support Consultants on technical escalations and customisation requests
- Lead on complex configuration of Totara sites
- Deal with incident and service requests via Freshdesk
- Collaborate with clients on complex issues relating to data management, system integrations, such as BI, APIs and Single Sign-On (SSO)
- Attend operational team meetings and contribute as appropriate
- Monitor support budgets and associated change requests
Skills
- Highly organised with the ability to effectively manage and prioritise own workload
- Strong attention to detail and accuracy in all working areas
- Curious with exceptional communication and customer service skills
- Strong interpersonal skills and collaborative working style
- Demonstrates leadership in operational management
Experience
- Proven capability in Learning Management Systems, e.g. Totara, Moodle
- Experience in providing customer support to ensure client satisfaction
- Experience successfully leading consultants and assigning responsibilities accordingly
- Knowledgeable in data management and system integrations including BI, APIs and SSO
Education
- Educated to degree level is desirable
Qualifications
- Educated to degree level is desirable
Apply now
Your recruiter
Barney Heath
Barney is a dedicated recruiter, who is enthusiastic and meticulous in his approach. Barney recruits for roles across L&D, with a particular focus on learning technologies roles. If you need to speak with a recruiter about learning tech roles, Barney’s the one to call.
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