Edtech.com's Summary

Pearson is hiring an Advanced Associate, Technology Support for its Technology Field Services team, working on-site in Bengaluru, India. As the single point of contact for end users who need help with desktops, laptops, printers, scanners, and mobile devices, the engineer handles installation, diagnosis, repair, and upgrades in person, by phone, or by remote access in an environment that supports devices from many manufacturers.

Highlights

Build, configure, install, and maintain standard and non-standard hardware and software, and configure and troubleshoot Android and iOS mobile devices.
Handle a wide range of support calls from office-based and remote users, meeting service targets and prioritizing critical calls.
Identify and escalate critical issues to internal or external teams, and communicate with the Service Desk team and other departments to resolve customer problems.
Maintain the IT store, inventory, and spares, and keep Active Directory assets in line with policy while upholding data protection requirements.
Provide out-of-hours support and help with office moves, give remote hand support to the Network and AV team, and liaise with third-party suppliers and support desks.
Requires two or more years in a corporate environment, a bachelor's degree with at least 55 percent aggregate, and skills in installing and troubleshooting Windows OS, Microsoft Office, browsers, printers, networks, and Wi-Fi.
Needs basic knowledge of macOS, antivirus tools, SCCM, Intune, Windows Autopilot, remote support tools, and hands-on use of a ticketing tool, with ServiceNow an advantage.
Preferred qualifications include Active Directory knowledge, ITIL V2 or V3 foundation certification, an industry certification such as MCP or A+, and experience with large corporate environments.

Advanced Associate, Technology Support Full Description

Job Title: Advanced Associate, Technology Support

Location: Bangalore (Onsite)

Job Description:

Within Pearson's Technology Field Services 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 EUST 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 Field services Engineer 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 (B.E./B.Sc/BCA/BBA/Bcom/BA) 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.

#LI-AK1

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [email protected].

Job: Infrastructure and Cloud Operations

Job Family: TECHNOLOGY

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