Tech Support

Job Description

Title: Tech Support

Company Name: Planet Education Networks Limited

Vacancy: --

Age: 25 to 30 years

Job Location: Chattogram

Salary: Tk. 40000 - 45000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): University, Educational Technology (Edtech) Startup

• Bachelor/Honors

• At least 2 years
• The applicants should have experience in the following business area(s): University, Educational Technology (Edtech) Startup

• Age 25 to 30 years

What We’re Looking For

• 2+ years of experience in IT support or a similar technical role
• Hands-on experience administering platforms such as learning management systems, student portals, or similar enterprise tools
• Comfortable engaging with stakeholders to understand needs and translate them into clear, actionable documentation
• Able to identify problems in live systems and propose practical solutions
• Strong written and verbal communication skills in English
• Organised, proactive, and confident working independently in a remote-first environment

• Excellent written and verbal communication skills suited to virtual working environments
• Customer-focused problem-solving approach with the ability to handle multiple support requests efficiently
• Comfortable working with centralised software installation and remote administration tools
• Ability to identify platform issues, investigate root causes, and proposes structured solutions
• Flexible and adaptable to varying days and hours based on operational needs
• Familarity with AI tools and ability to leverage them effectively in day-to-day work
• Must be 25 years of age or older

Location: On-site, Agrabad, Chattogram

Employment Type: Full-Time, 2:00PM - 10:00PM Bangladesh Standard Time (BST) (flexible days and hours may be required)

Role Overview

We are looking for a technically capable and operationally minded individual to join our team as a Tech Support & Platform Specialist. This role blends day-to-day IT support with hands-on platform administration and active involvement in system improvement initiatives.

In addition to resolving technical queries and managing user access, the successful candidate will play a key part in the lifecycle of our digital platforms from gathering requirements and supporting implementations to identifying issues and working alongside developers to deliver solutions.

Key Responsibilities

Platform Administration & Systems

• Administer and maintain platforms including internal Business Platforms, Moodle LMS, Microsoft Teams, and other operational tools

• Manage user access and permissions for staff across all supported platforms

• Monitor platform performance and flag issues proactively before they impact users

Requirements & Implementation Support

• Engage with internal & external stakeholders to gather and document requirements for platform changes or new features

• Contribute to implementation planning for system updates or new platform rollouts, helping define timelines, steps, and dependencies

• Follow up with developers and third-party vendors on the progress of ongoing work, ensuring tasks stay on track and blockers are surfaced early

• Maintain clear records of requirements, decisions, and change requests to support handover and audit trails

Issue Identification & Resolution

• Proactively identify functional gaps, usability issues, or workflow inefficiencies in live platforms

• Investigate root causes of recurring technical problems and propose structured solutions

• Work collaboratively with developers and the wider IT team to test fixes and verify that issues are resolved effectively

• Document known issues, workarounds, and resolutions to build a shared knowledge base

IT Support & Remote Assistance

• Respond to queries from academic coordinators, managers, student support staff, lecturers, and the IT inbox via email and Microsoft Teams

• Provide remote assistance to students and staff for IT-related issues through virtual meetings, email, and screen-sharing tools

• Reset passwords and manage account access for staff on Faculty systems and Moodle, and for students on Office 365 and Moodle

• Collaborate with the wider IT support team to resolve queries submitted through the IT support inbox

Benefits: Annual Leave, sick leave, medical allowance, mobile allowance, transport allowance.