End User Services Engineer

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

JOB DESCRIPTION – End User Service Engineer

Within Pearson's Technology End User Support Team, you will be responsible for providing a first class support service to the Pearson businesses with respect to the devices in use in the day-to-day operation. The ECST is service driven and will be required to provide support to all devices in use by the business. Pearson Technology’s technical strategy is to provide IT solutions that are device agnostic, therefore the team will need to be skilled to support a diverse environment.

The End user support (EUS) role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

Daily Duties:

Build, configure, install and maintain both standard and non-standard hardware and software

To configure and solve issues on a selection of mobile devices including Android and iOS.

The successful candidate will have experience of supporting internal customers either face to face or over the phone remotely. Identify and escalate critical issues to other internal/external teams when required.

Maintain IT Store, inventory, spares inventory

Undertake a wide variety of support calls and provide an efficient support service to all internal customers, ensuring all targets are met including focusing on priority calls;

Respond in a courteous and timely manner to office based staff and remote users;

Communicate effectively within the Service Desk team and across all other internal departments to ensure the effective escalation and resolution of customer problems;

Provide additional out of hours support as required and assist in office moves;

Maintain active directory assets ensuring policies are adhered to;

Ensure data protection is maintained to legal obligations and to ensure data security is upheld according to corporate guidance and regulations;

Provide remote hand support to Network & AV Team whenever required

Liaise with 3rd party suppliers and support desks as necessary.

Skills

Mandatory

Install, upgrade, support and troubleshoot windows OS

Install/configure and basic troubleshooting for MAC

Install, upgrade, support and troubleshoot applications such as MS Office, Internet browsers (IE, Chrome, and Firefox), Adobe Acrobat, etc.

Install/configure and basic troubleshooting for network printers, scanners, computer hardware, desktop, laptop, network, Wi-Fi and peripherals

Basic knowledge about antiviruses, SCCM, intune.

Basic knowledge of windows Auto Pilot

Basic Knowledge of MacOS

Knowledge about Remote support tools

Knowledge of mobile devices for configuring emails

Basic knowledge of excel for inventory management

Hands on experience on any ticketing tool (ServiceNow will be an advantage)

Preferred

Knowledge about active directory (Manage user and computer account)

Basic knowledge of unified communication tools such as Microsoft Teams, Zoom, Hangout, etc.

Knowledge about the ITIL framework

Working experience with large corporate/MNC

Requesting and coordinating vendor support

Core Competencies

Courageous: able to manage some difficult conversations and deal with people with discretion and sensitivity, be resilient.

Clear: Good verbal and written communication skills, offers relevant insight and feedback, able to keep everyone informed of processes within a transforming organization with lots of moving parts, has a finger on the pulse of the data

Collaborative: be a supportive colleague with excellent interpersonal and stakeholder management skills

Good troubleshooting & analytical skills

Customer Focused: Responds to requests promptly from key stakeholders while showing integrity

Team Player

Can do: exceptionally well organized, prioritizes tasks well. Able to delivery on a range of tasks simultaneously, can handle requests under pressure in a calm and confidence inspiring manner

Educational & Technical Experience

College Graduate ( with minimum 55% aggregate

Minimum 2years of experience in corporate environment

Preferably should have any industry technical certification such as MCP, A+, etc.

Preferably should have ITIL V2 or V3 foundation certified.

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 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.

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