Job Summary:
We are seeking a Level 2 (L2) Application Support Specialist to provide technical assistance, troubleshooting, and maintenance for enterprise applications. The role requires expertise in Moodle (LMS) administration and SQL-based database support.
- Moodle support will be assigned to the Mid shift to accommodate operational needs.
- SQL and general application support are open for both Day and Mid shifts.
The ideal candidate will collaborate with IT teams and end-users to ensure system reliability, performance, and user satisfaction.
Key Responsibilities:
Application Support & Incident Management
- Act as the primary escalation point for Level 1 support, diagnosing and resolving application-related issues.
- Provide functional and technical support for enterprise applications, focusing on Moodle LMS (Mid shift) and SQL-based applications (Day/Mid shift).
- Troubleshoot system access issues, performance bottlenecks, and integration failures.
- Document troubleshooting steps, resolution processes, and incident root causes for future reference.
- Escalate unresolved complex issues to L3 support or development teams when required.
Moodle (LMS) Administration & Support (Mid Shift Only)
- Provide user support for Moodle LMS, including course management, user access, role assignments, and content troubleshooting.
- Assist in plugin maintenance, version upgrades, and system performance optimizations.
- Troubleshoot Moodle integrations with third-party applications (e.g., authentication systems, reporting tools).
- Collaborate with instructional designers, educators, and IT teams to enhance the learning platform experience.
SQL Database & Reporting (Day/Mid Shift)
- Write and execute SQL queries (Intermediate level) to analyze and extract data for reporting.
- Support database troubleshooting, including query optimization, indexing, and performance tuning.
- Work with SQL Server Management Studio (SSMS) to maintain application-related databases.
- Assist in backup and restore procedures and ensure database security best practices.
Technical Support & User Assistance
- Provide remote and on-site assistance for application-related inquiries.
- Assist with user account creation, access management, and permissions.
- Conduct basic training and knowledge-sharing sessions for end-users and Level 1 support teams.
- Ensure all application support activities comply with IT security policies and industry best practices.
