Sr. End User Services Technician

DESCRIPTION

We are the world’s learning company with more than 35,000 employees operating in 60 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Responsible for providing technical/software/hardware service and support to customers through all manner of customer contact touchpoints, including Teams chat, video and voice, mobile devices, email, web service applications, Interactive Voice Response and in-person where applicable. Serves as a key contact with internal and external customers. Responds to complex and or technical product and service questions, methods and procedures issues, and general information inquiries. Performs problem resolution, troubleshooting, diagnosis and repair for all types of customer hardware, software and acts as a smart hand assistant with wider Technology groups. Provides conference support via presentations and video conferencing technologies. Manages customer relationships in inbound and outbound environments. Ensures customer satisfaction and customer availability goals are met. Captures and communicates the voice of the customer. Identifies opportunities to cross-sell and up-sell. May be assigned as an on-going account contact, perform site visits, and engage in product demonstrations.

RESPONSIBILITY

This is a hybrid role, 80% in office/20% WFH with some travel possible. You will provide remote IT support of our end users, resolving issues, requests, queries via our incident management ticketing system (ServiceNow).

However, you are also expected to provide physical onsite IT support across your geographic region, when needed.

You will work typically 40hours a week but will be required to cover out-of-hours from time to time.

You will report to the Regional Manager of Deskside Support.

SKILLS / KNOWLEDGE / EXPERIENCE REQUIREMENTS

Essential

• 5-7 years of hands-on deskside support experience is required.

• Demonstrative experience and knowledge supporting various operating systems across multiple device platforms including mobile devices.

• Must possess a strong customer service orientation.

• Must be adaptive and flexible and have good problem-solving skills.

• Must be able to communicate effectively both verbally and in writing.

• Must have knowledge of Microsoft & Apple PC Operating Systems and iOS and Android mobile OS.

• Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office 365 Suite, Teams and other productivity suites and applications.

• Must be able to troubleshoot and repair hardware.

• Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, mobile devices, and network hardware.

• Occasional climbing, crawling, and lifting of equipment up to 50 pounds.

• Must possess working knowledge of Microsoft Endpoint Management (MEM), Active Directory, SCCM, InTune

• Must have experience in Autopilot, Apple DEP (Apple Business Manager)

Other

• A+ certification a plus.

• Evidence of certification from major hardware vendor (i.e. Dell, HP) a plus.

• Apple Hardware certification a plus.

• Microsoft Certification a plus.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.

• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.

• Reliable attendance and punctuality are critical to successful performance in this role.

SUPPORT

• Ensure a prompt and efficient service is provided to all users, including Pearson staff visiting from other sites who require 1st, 2 nd, or 3rd line device support through any channel of communication e.g., telephone, face-to-face.

• Encourage and champion the adoption and use of self-service tools within the business.

• Ensure that the management of and processes to support asset management, procurement and liaison with suppliers is carried out effectively.

• Self-manage tickets within your team and your personal queue to ensure that Service Level Agreement (SLA) targets are met.

• Assist in the creation and maintenance of IT equipment standards and supporting documentation.

• Application support including assistance with upgrades and future enhancements.

• Maintain IT standards, procedures and supporting documentation including strategy planning.

• Manage projects as directed by team leaders to agreed timescales, cost, and quality.

• Prioritise workflow, recommend key decisions, and manage assigned projectcommunication to team via team meetings and line management.

• Demonstrate the ability to work as part of a team both internally within IT and with business users and partners.

• Safe operation in the workplace, ensuring that suppliers working on site are briefed on health and safety requirements. Report all accidents and unsafe / unhealthy conditions to line management.

• Demonstrate a professional attitude towards customer service and associated professional presentation

• Audio visual support of conferences with technology such as Teams, Zoom, Logitech

CLIENT & TEAM LIAISON

• Support colleagues to ensure that team targets are met.

• Provide support where necessary to customers at external venues and events e.g., sales conferences and book fairs, as organised by the relevant Pearson Operating Unit

PROCESS IMPLEMENTATION

• Self-management of sickness, holidays, and training request forms, in line with team procedures.

• Manage daily tasks to identified time frames.

• Manage daily workload assigned to the Deskside team and ensure the required management is aware of any issues raised.

• Provide customers with informative updates as agreed.

TEAM DEVELOPMENT

• Assistance with training of colleagues to agreed levels.

• Partake in the weekly team meetings, providing input and feedback as requested.

• Act as agreed upon feedback from appropriate sources e.g., Customer Satisfaction Surveys.

BUSINESS AWARENESS

• Feedback of issues and trends, to ensure Deskside Support can respondeffectively to the changing IT requirements.

• Be involved in the management and evaluation of new software, software-updates, patches / fixes, and their rollout as required.

SUPPLIER LIAISON

• Supply feedback from customers and external suppliers to relevant management.

COMMUNICATION

• Ensure appropriate and effective communication and co-ordination with othermembers of Pearson Technology and agreed clients in the business areas

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: TECHNOLOGY

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 10389