Job Description
The eLearning Engagement and Support Officer (EESO) is a campus-based specialist in digital learning and educational technology, providing hands‐on support to both academic staff and students. The role focuses on enhancing the digital learning experience by offering real‐time assistance with Learning Management System (LMS) use, in‐classroom technologies, and online learning tools.
Working in close partnership with Campus Operations Managers and the Campus Operations Coordinator, the EESO helps resolve technology‐related issues such as AV equipment, projection, audio, and LMS use. The role also supports academic staff through training workshops and contributes to continuous improvement by collecting feedback on digital learning challenges and escalating broader issues to the eLearning team.
The role also extends its support to International College of Hotel Management, ensuring a consistent and high‐quality digital learning experience across both organisations.
Responsibilities for Work Health Safety
* Adhere to all workplace health and safety policies relevant to the eLearning and Campus Operations environments.
* Identify and report any risks or incidents related to digital or physical learning technologies.
* Participate in safety‐related reviews when working with classroom or AV equipment.
Responsibilities
* Provide real‐time support for teaching staff using the LMS (Moodle), SMS (RTO Manager) and in‐classroom technologies.
* Offer guidance and troubleshooting assistance to students engaging with online learning tools.
* Partner with the Campus Operations Managers and the Campus Operations Coordinator to ensure timely resolution of hardware and software issues, including AV, projection, audio, device compatibility, and LMS access.
* Facilitate academic staff development workshops in collaboration with the eLearning team.
* Collect campus‐level feedback on digital learning barriers and escape systemic issues for resolution.
Qualifications
Essential
* Experience supporting academic staff or students with learning technologies (e.g. LMS, AV systems, educational software).
* Proficiency in using and managing Moodle.
* Proficiency in using and managing RTO Manager.
* Proficiency in using Jira ticketing system.
* Strong troubleshooting skills across digital tools and classroom tech environments.
* Excellent interpersonal and communication skills with a proactive, service‐oriented approach.
* Strong organisational skills and the ability to manage competing priorities independently.
* Relevant qualifications in Educational Technology, Information Management, or a related field.
Desirable
* Experience running training or onboarding sessions for staff or students.
* Understanding of instructional design and online student engagement strategies.
* Experience gathering and reporting feedback to improve support services or systems.
Additional Information
Why join AE
* Opportunities to grow within the organisation
* $1,500 annual professional development allowance
* Incredibly committed and supportive team of student‐centric professionals
* Health insurance discounts through Bupa
* Be part of a fast‐moving, agile private provider where decisions turn into action quickly
* Acknowledge Education is part of UP Education group – a leading education provider: https://www.up.education/
Equal Opportunity Employer
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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.
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