eLearning Engagement & IT Support Officer

Role overview

Join a national eLearning function in a hands-on support role focused on making digital learning run smoothly for staff and students. Based in Melbourne CBD, this full-time position combines technical troubleshooting, learner support, and service delivery across learning systems and student platforms.

You will act as a primary contact for learning technologies, classroom equipment, and student management tools, helping create a reliable and engaging digital education experience. The role also supports both Acknowledge Education and the International College of Hotel Management (ICHM).

About the organisation

Acknowledge Education is a major private education provider in Australia, serving more than 8,000 students across campuses in Melbourne, Sydney, Brisbane, Adelaide, and Perth. As part of the UP Education Group, the organisation is focused on innovation, quality teaching, and student outcomes, and is currently experiencing growth and transformation.

Key responsibilities

• Deliver prompt, practical assistance to academic staff using Moodle, RTO Manager, and classroom technologies.
• Support students with access to the LMS, online study tools, and digital learning materials.
• Handle support requests in Jira, ensuring issues are resolved quickly or escalated when needed.
• Set up Moodle subjects for new teaching periods, including course content, assessments, gradebooks, and configuration settings.
• Maintain student information and system workflows in RTO Manager, including result updates and enrolment-related support.
• Diagnose and resolve problems in LMS, SMS, and classroom technology to reduce interruptions to teaching and learning.
• Co-deliver training sessions and development workshops with the eLearning team.
• Help improve the use and integration of learning and student management systems across the business.
• Collect user feedback on digital learning pain points and improvement opportunities, then contribute to ongoing enhancement efforts.
• Partner with academic, operational, compliance, support, and IT teams to improve the experience for staff and students.

What you will bring

• A qualification in Information Technology, Information Management, or a closely related discipline.
• Hands-on experience administering Moodle.
• Practical experience supporting RTO Manager.
• Experience using Jira or a comparable ticketing/support platform.
• Strong diagnostic skills across learning platforms, applications, and classroom technology.
• Well-developed communication and relationship-building abilities for working with varied stakeholders.
• Good time management and the ability to juggle competing priorities independently.
• A current Employee Working with Children Card.

Preferred background

• Exposure to reporting, analytics, and data visualisation tools such as Power BI.
• Understanding of instructional design and strategies that improve online learner engagement.
• Experience collecting and analysing feedback to improve systems, services, or user experiences.
• Previous work in higher education, vocational education, or a similar education setting.

Additional information

Location: Melbourne CBD. Employment type: full-time, onsite.

The role comes with a $1,500 annual professional development allowance, health insurance discounts through Bupa, and access to career growth opportunities across the UP Education Group.

You will be joining a supportive, collaborative team and contributing directly to better outcomes for students and staff through modern learning technologies.

Acknowledge Education is part of UP Education, a leading education provider.

Equal opportunity

The organisation promotes an inclusive and equitable workplace and values diverse backgrounds and perspectives. It also aims to run a fair and consistent interview process.