Associate End User Services 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
  1. Install, upgrade, support and troubleshoot windows OS
  2. Install/configure and basic troubleshooting for MAC
  3. Install, upgrade, support and troubleshoot applications such as MS Office, Internet browsers (IE, Chrome, and Firefox), Adobe Acrobat, etc.
  4. Install/configure and basic troubleshooting for network printers, scanners, computer hardware, desktop, laptop, network, Wi-Fi and peripherals
  5. Basic knowledge about antiviruses, SCCM, intune.
  6. Basic knowledge of windows Auto Pilot
  7. Basic Knowledge of MacOS
  8. Knowledge about Remote support tools
  9. Knowledge of mobile devices for configuring emails
  10. Basic knowledge of excel for inventory management
  11. Hands on experience on any ticketing tool (ServiceNow will be an advantage)
• Preferred
  1. Knowledge about active directory (Manage user and computer account)
  2. Basic knowledge of unified communication tools such as Microsoft Teams, Zoom, Hangout, etc.
  3. Knowledge about the ITIL framework
  4. Working experience with large corporate/MNC
  5. 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.