Technical Support Specialist – LMS Platform

About the role

Aqovia is looking for an analytical, process‑driven Application Support Specialist to own incident resolution and user satisfaction for its nationwide enterprise LMS platform. You will act as the bridge between millions of end‑users and core engineering squads, ensuring platform stability and high‑quality support.

Key responsibilities

• L1/L2 troubleshooting for the LMS platform.
• Triaging, categorising, and tracking bugs and access issues using Jira Service Desk.
• Replicating application errors in staging and preparing technical briefs for engineering.
• Assisting administrators with configurations, user management, and Moodle plugin issues.
• Maintaining internal documentation and user‑facing FAQs.
• Monitoring SLA compliance and ensuring response and resolution timelines are met.

Required profile

• 4–5 years of professional experience in Application or Technical Support.
• Strong understanding of web application mechanics, browsers, caching, and authentication workflows.
• Excellent written and verbal English communication skills.
• Ability to translate complex technical workarounds into simple language for non‑technical users.

Required skills

• Jira Service Desk (or similar ticketing tools such as Zendesk or Freshdesk).
• Moodle LMS administration and troubleshooting.
• SQL querying for data analysis.
• Analyzing browser console logs to isolate API or data issues.
• ITIL Foundation certification or deep familiarity with structured incident management.