eLearning Engagement & IT Support Officer

Job description

About the Role Reporting to the eLearning Design Manager, you'll provide frontline support across a range of learning technologies, classroom systems, and student management platforms. Working closely with academic staff, student services, compliance teams, and IT, you'll help ensure our digital learning environments run smoothly and effectively for both Acknowledge Education and the International College of Hotel Management (ICHM). Key Responsibilities Provide real-time support to academic staff using Moodle, RTO Manager, and classroom technologies. Assist students with LMS access, online learning tools, and digital learning resources. Maintain and update student results within the Student Management System, ensuring results are accurate, complete, and up to date. Respond to and manage support requests through the Jira ticketing system, providing timely resolution and escalation where required. Prepare and set up Moodle courses for new teaching periods, including uploading learning materials, configuring assessments, gradebooks, and course settings. Maintain and support student records and system processes within RTO Manager, including updating student results and assisting with enrolment-related activities. Troubleshoot LMS, SMS, and classroom technology issues to minimise disruption to teaching and learning activities. Facilitate staff development workshops and training sessions in collaboration with the eLearning team. Support integration and effective use of learning and student management systems across the organisation. Gather feedback on digital learning challenges and opportunities and contribute to continuous improvement initiatives. Work collaboratively with academic, operational, compliance, and support teams to enhance the overall student and staff experience. About You You're a proactive and service-focused professional who enjoys solving problems, supporting people, and working with technology in a dynamic education environment. Essential Skills & Experience Relevant qualifications in Information Technology, Information Management, or a related field. Demonstrated experience using and administering Moodle. Demonstrated experience using and supporting RTO Manager. Experience working with Jira or similar ticketing and support management systems. Strong troubleshooting skills across digital learning platforms, software applications, and classroom technologies. Excellent interpersonal and communication skills, with the ability to build positive relationships with a diverse range of stakeholders. Strong organisational skills and the ability to manage competing priorities independently. Current Employee Working with Children Card Desirable Experience working with data, reporting, and analytics, including generating reports and using visualisation tools such as Power BI. Understanding of instructional design principles and online student engagement strategies. Experience gathering, analysing, and reporting feedback to improve systems, services, or user experiences. Experience working within higher education, vocational education, or other education environments. Why Join Us? $1,500 annual professional development allowance Health insurance discounts through Bupa Career development opportunities across the UP Education Group Supportive and collaborative team culture Opportunity to make a genuine impact on student and staff success Work with innovative learning technologies and contribute to the future of digital education Acknowledge Education is part of UP Education group – a leading education provider: If you're passionate about technology, education, and delivering exceptional support experiences, we'd love to hear from you. Apply now and help create outstanding digital learning experiences at Acknowledge Education. Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment. Melbourne CBD | Full-time Help shape exceptional digital learning experiences Are you passionate about technology, education, and helping people succeed? We're looking for an eLearning Engagement & IT Support Officer to join our national eLearning team and play a key role in supporting staff and students across our learning environments. This is a hands-on role where you'll combine your technical expertise, customer service skills, and passion for education to ensure seamless access to digital learning technologies and student management systems. You'll be the go-to support specialist for learning technologies, classroom systems, and student management platforms, helping create an engaging and effective learning experience for both staff and students. About Us Acknowledge Education is one of Australia's leading private education providers, supporting more than 8,000 students across campuses in Melbourne, Sydney, Brisbane, Adelaide and Perth. As part of the UP Education Group, we're committed to innovation, quality education, and student success. With exciting growth and transformation underway, there's never been a better time to join our team.