Systems Support Specialist (LMS & HCM Systems)

Location: Cairo, Egypt

Job Type: Full-Time

Reports To: Director-EdTech

Working Pattern: Sunday-Thursday


Job Overview:

Xpertlearning is seeking a highly capable Systems Support Specialist to provide helpdesk-level support across various platforms, including the Totara Learning Management System (LMS), CSOD and SumTotal. The ideal candidate will have experience in supporting enterprise systems, troubleshooting software and infrastructure issues, and managing integrations between systems. Prior experience with Totara or Moodle is highly advantageous.

This role requires strong problem-solving skills, excellent communication with clients and internal teams, and the ability to handle escalated support requests involving system configurations, performance issues, or integration breakdowns. It will also include some client facing project work to support implementation of new Totara solutions.

Key Responsibilities:

General Systems & Helpdesk Support

• Provide Tier 1/Tier 2 technical support for clients across supported systems including

Totara/OpenLMS/CSOD/Sumtotal

• Respond to and resolve system-related tickets in a timely manner through the helpdesk system.
• Monitor system tickets and liaise with vendor teams on root cause analysis for recurring issues.
• Document troubleshooting steps, resolutions, and user guides for recurring issues.
• Install, configure, and support software and web-based tools on Linux-based and Windows environments.

Totara LMS Support (as needed)

• Troubleshoot and resolve issues related to Totara LMS functionality, custom configurations, and performance.
• Assist with Totara system upgrades and routine maintenance (cron jobs, backups, security patches).
• Support API-based integrations between Totara and third-party systems (e.g., HR, CRM).
• Support custom plugin functionality by liaising with development teams where necessary.
• Provide user guidance or internal documentation for LMS-related processes.

Integration & Automation Support

• Help configure, test, and monitor integrations between enterprise systems and third-party tools.
• Assist in ensuring secure and reliable data flow between systems, including SSO or identity management tools.
• Support automation tasks related to user provisioning, course enrolment, and data migration.

Qualifications & Experience:

• 3+ years experience in a technical support, system administration, or helpdesk environment.
• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Solid knowledge of Linux server environments, Apache/Nginx, and basic database operations (PostgreSQL/MySQL).
• Familiarity with PHP, HTML, JavaScript, and web technologies.
• Prior experience with Moodle or Totara LMS is a strong advantage.
• Experience working directly with end users or external clients.

Preferred Skills:

• Exposure to Managed hosted cloud environments (AWS, Azure, etc.) and virtualization.
• Familiarity with ITIL or service desk best practices.
• Understanding of data privacy (e.g., GDPR/PDPL for KSA and UAE) and secure configuration practices.
• Experience with API-based integrations (REST/SOAP) or automation tools.

Soft Skills:

• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication.
• Ability to work independently and within a team.
• Customer-focused with a proactive support mindset.

Language:

• Fluency in English and Arabic – Spoken and Written is required.