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Pearson Level 1 Technical Support Specialist in United Arab Emirates

Level 1 Technical Support Specialist


Pearson VUE ( at ) 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.


Key Responsibilities

  • 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.

Key Activities

  • 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.

Working Arrangements

  • 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.