IT Administrator

The IT Administrator will be responsible for supporting students, faculty, and internal teams in resolving technology-related issues across digital learning platforms, applications, and IT systems. The role requires analyzing student feedback, troubleshooting technical issues, coordinating with developers and IT teams, verifying fixes, and ensuring a seamless technology experience for users.

The position acts as a bridge between students, academic teams, and technical teams by converting user concerns into actionable technical requirements and ensuring timely resolution of issues.

Key Responsibilities:

Student Support & Issue Management

Receive, review, categorize, and prioritize student-reported technical concerns, complaints, application issues, and user experience challenges.

Understand student difficulties while using digital platforms, web applications, and learning tools.

Provide timely responses and support to students in a professional, clear, and approachable manner.

Maintain records of reported issues, resolutions, and frequently occurring challenges.

Technical Issue Analysis & Documentation

Analyze student complaints and convert them into structured technical issue descriptions for the development/IT team.

Document detailed issue information including:

Problem description

Steps to reproduce the issue

Expected versus actual behavior

Browser/device details

Screenshots or relevant error messages

Identify patterns in recurring issues and provide insights for product/platform improvements.

Bug Verification & Testing

Reproduce reported issues locally to verify bugs before escalation.

Test application fixes and enhancements to ensure issues are resolved effectively.

Collaborate with QA and development teams during testing cycles.

Validate that technical solutions meet student and user requirements.

Coordination with IT & Development Teams

Act as a communication bridge between students, academic teams, IT administrators, developers, and QA teams.

Communicate user feedback, technical issues, and improvement suggestions to relevant teams.

Track issue status and ensure timely closure.

Share updates, fixes, and workarounds with students and users in simple, non-technical language.

IT Support & Troubleshooting

Provide basic technical troubleshooting support for web applications, learning platforms, browsers, and user devices.

Assist students and faculty with common technical issues such as login problems, browser compatibility, connectivity issues, and application errors.

Perform basic troubleshooting activities such as clearing cache, checking browser settings, and reviewing error messages.

Escalate complex technical issues to appropriate teams.

Platform & User Experience Improvement

Analyze student feedback trends and identify areas for improving digital learning experiences.

Support continuous improvement of applications and technology solutions used by students and faculty.

Maintain documentation of common issues, solutions, and user guides.

Qualifications & Skills:

Education & Experience:

Bachelor's degree in Computer Science, Information Technology, or a related field.

3+ year of experience in technical support analysis, IT support, junior product management, application support, or a related role within a software environment.

Experience supporting users in an education technology environment will be an added advantage.

Technical Skills:

Familiarity with web applications, learning management systems, and digital platforms.

Good understanding of web browsers, browser troubleshooting, and basic client-side debugging.

Basic knowledge of software testing, bug reporting, and issue tracking processes.

Understanding of operating systems, hardware, networking fundamentals, and common IT troubleshooting practices.

Knowledge of tools used for ticket management and issue tracking is preferred.

Communication & Behavioural Skills:

Strong written and verbal communication skills with the ability to communicate effectively with students and technical teams.

Ability to explain technical concepts in simple, user-friendly language.

Strong analytical and problem-solving skills with attention to detail.

Patient and empathetic approach while handling student concerns.

Ability to manage multiple issues, prioritize tasks, and work collaboratively with different teams.

Key Performance Indicators (KPIs):

Timely resolution of student-reported technical issues.

Accuracy and quality of issue documentation shared with development teams.

Reduction in recurring technology-related complaints.

Successful verification and closure of reported bugs.

Student and faculty satisfaction with technology support services.

Effective coordination between users and technical teams.