Support Technician

The Support Technician is responsible for delivering high-quality technical support across multiple hosted Moodle and Totara environments. The role exists to investigate, diagnose and resolve issues ranging from routine queries to complex application-layer problems for a varied external customer base, ensuring platform stability, security and performance.

Working closely with Systems and Consultancy, the Support Technician takes ownership of customer cases from initial report through to root cause and resolution, maintaining service levels and contributing to continuous improvement across the support function., * Provide world-class technical support across Moodle LMS, Moodle Workplace, Totara and related learning technologies via phone, video and support portal

• Manage a queue of concurrent customer cases across multiple environments, prioritising effectively against SLAs
• Investigate, diagnose and resolve issues across different hosting environments, configurations, integrations and customisations
• Support and troubleshoot upgrades, deployments and integrations across customer environments
• Investigate failed updates, plugin conflicts, performance degradation and integration issues
• Collaborate with Systems and Consultancy to triage issues, support handovers and maintain platform stability
• Contribute to the knowledge base to improve resolution speed and reduce recurring issues
• Identify recurring issue patterns and suggest improvements to processes or platform configuration
• Understand customer needs and offer solutions aligned with their service level.
• Analyse customer feedback to identify potential product enhancements or improvements.
• Actively participate in our performance enablement programme through positive engagement in 1-2-1s, skills acquisition, and achieving agreed goals.
• Engage in special projects to continuously improve the support circle's effectiveness.
• Work towards ensuring the highest level of security and performance of systems.

Do you have experience in Technical support?, This is an opportunity for a customer-focused Support Technician with at least 2 years' experience in a technical support role to join the team at Synergy Learning. You will support hosted Moodle LMS, Moodle Workplace and Totara platforms across a varied external customer base.

This role goes beyond functional LMS administration. We are looking for candidates with experience in application administration and backend operations, including working with the Moodle/Totara codebase, database layer, scheduled tasks, CLI scripts and application data directories., * Residency, along with the right to work in UK or Ireland

• At least 2 years of experience supporting multiple customers or environments simultaneously, not solely a single internal platform
• Knowledge of Moodle LMS, Moodle Workplace, or Totara backend - database, codebase, appdata, scheduled tasks & CLI scripts
• Demonstrable experience investigating and resolving technically complex issues independently
• Experience working within ticketing systems with SLA targets and measurable performance metrics

Valuable Experience - We would love you to have:

• Fluency in both German and English, with a professional written and verbal standard
• Working knowledge of GIT and version control
• Preliminary knowledge of web-hosting technologies
• Experience with the Linux OS
• Certifications relevant to our platforms or customer support best practices.
• A passion for continuous learning and improvement in the support fielExperience with support delivery platforms and methodologies

Candidates may be asked to demonstrate practical knowledge of Moodle/Totara backend administration, including interpreting logs, reviewing database queries, and explaining scheduled task behaviour.

We are looking for someone who can demonstrate:

• Has a genuine passion for resolving customer issues and facilitating smooth project handovers
• Has excellent interpersonal, verbal and written communication skills
• Has strong analytical and problem-solving skills
• Has a keen desire to learn and a robust interest in technology
• Has strong organisational and multitasking skills, with a high level of accuracy and attention to detail
• Has the ability to work under pressure and meet tight deadlines
• Has the ability to work independently yet also team-oriented with developed collaboration skills
• Has the ability to work autonomously, maintaining best practices and attention to detail
• Is proficient in implementing new technologies or processes within a support environment
• Is competent in documenting processes and procedures comprehensively
• Can show initiative to identify personal knowledge gaps and engage in self-directed learning to address these.
• Has a hunger for learning and a demonstrable track record of engaging with continuous professional development or experiential learning.
• Has the ability to excel in a remote-first environment
• Is willing to co-locate from our Belfast Hub from time to time.