Pearson Level 1 Technical Support Specialist in United Arab Emirates
Level 1 Technical Support Specialist
Pearson VUE ( www.pearsonvue.com at http://www.pearsonvue.com/ ) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the worlds most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Technical Support Specialist to join our team based in Dubai.
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
Pearson VUE’s Information Services and Technology department provides technical support to clients to help them successfully operate their Testing Systems software.
The first level consultant is responsible to provide technical support to VUE’s external clients to ensure they can successfully operate their VUE Testing Systems software. The appointed individual will provide outstanding customer service to all internal and external users of the VUE applications. Support will be provided via telephone, e-mail, instant messenger, and remote tools to ensure that users of the VUE applications receive the appropriate technical service required to achieve the best results.
Maintain a professional and mature attitude toward customers at all times
Provide telephone and chat support for Client first level support group
Provide telephone support for network of colleges/ testing centres
Provide telephone and desktop support for internal employees
Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and
Europe, Middle East and Africa (EMEA) offices
Provide technical support to VUE’s customers in terms of installation, configuration and support of VUE Testing Systems software.
Retain ownership of problems until resolved, or escalate to next level of support if not able to resolve the issue within the agreed time frame.
Ensure that the highest service delivery is achieved, by meeting internal Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
Keep management informed of significant changes in performance of applications
Look for opportunity to avoid operational trouble areas.
Document procedures as necessary and submit knowledge base articles as needed.
Utilize Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support.
Support of business continuity plan.
Successfully complete any specific project work as directed by the team leader
Prioritize workload based on urgency and impact to customers and the business
Ensure superior customer service and technical support for internal and external customers of VUE applications
Ensure accurate recording of helpdesk calls and chats using the company’s incident tracking systems
Assist all software release activity for all parties impacted
Support evaluation and implementation of new technologies
Escalating to global teams for system support issues
Work closely with other colleagues and teams to ensure proper process & procedures are followed
Actively manage assigned tasks sites and internal teams in a timely manner
Escalation of issues to Second Level teams when necessary.
Essential Experience & Qualifications
Fluent in both written and spoken Arabic (Essential)
Fluent in both written and spoken English (Essential)
Bachelors/Associate degree strongly required
Excellent knowledge and technical experience in similar role in a customer focus environment with excellent telephony skills
Excellent written and verbal communication skills
General knowledge of internet communication and networking configurations and troubleshooting
Must be able to actively demonstrate a logical and analytical approach to problem solving
Effective time management
Excellent customer service skills
Experience and support of Microsoft Server/workstation operating systems
Experience with supporting software applications via telephone and using remote tools
Experience of supporting LAN/WAN/firewall/proxy connectivity related issues
General knowledge of networking configurations and troubleshooting
Quick learner and ability to adapt to new systems and operating environments.
Previous experience of living and working in the location/region
Desirable Experience & Qualifications
Qualification in ITIL or similar
Qualifications from Helpdesk Institute
Certification in MS Technology or similar IT Certifications.
Basic Knowledge of Cloud and Virtualization.
Demonstrated documentation and training skills
Utilisation of helpdesk tools (e.g. Remedy)
Ability to install/configure IT hardware/component would be advantageous.
Must be able to work full time flexible hours to meet demands of the business
Occasional travel may be required to support client requirements.
Able to work in shifts.
Weekend/Weekday out of hours support requirement
Monthly salary 16,250 AED Inclusive of allowances
Annual flight ticket to your home country.
Medical insurance & UAE provided by the Company.
Primary Location: United Arab Emirates
Job: Customer Service
Organization: Assessments VUE
Employee Status: Regular Employee
Job Type: Standard
Shift: Flex Time
Job Posting: Dec 10, 2019
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1916363
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.