Pearson End User Services Technician in Noida, India

End User Services Technician

Description

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

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

We believe education is a vital force that can empowerpeople, help them to reach their potential and contribute to more connectedcommunities, all around the world. Our strength comes from our outstandingpeople; our strong relationships in the education world; our expertise in usingtechnology to help people learn; our global footprint and local reach; and ourposition as a profitable, global company with a unifying sense of purpose.

* JOBDESCRIPTION – End User Service Support (Grade B1/B2) *

Within Pearson's Technology End User SupportTeam, you will be responsible for providing a first class support service tothe 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 alldevices in use by the business. Pearson Technology’s technical strategy is toprovide IT solutions that are device agnostic, therefore the team will need tobe skilled to support a diverse environment.

The End user support (EUS) role is to provide asingle point of contact for end users to receive support and maintenance withinthe 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 ensureoptimal workstation performance. The person will also troubleshoot problemareas (in person, by telephone, or via remote access) in a timely and accuratefashion, 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 solveissues on a selection of mobile devices including Android, Blackberry and IOS.

  • The successful candidatewill have experience of supporting internal customers either face to face orover the phone. Identify and escalate critical issues to otherinternal/external teams when required.

  • Undertake a wide varietyof support calls and provide an efficient support service to all internalcustomers, ensuring all targets are met including focusing on priority calls;

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

  • Communicate effectivelywithin the Service Desk team and across all other internal departments toensure the effective escalation and resolution of customer problems;

  • Provide additional outof hours support as required and assist in office moves;

  • Maintain activedirectory assets ensuring policies are adhered to;

  • Ensure data protectionis maintained to legal obligations and to ensure data security is upheldaccording to corporate guidance and regulations;

  • Liaise with 3rd partysuppliers and support desks as necessary.

* Skills *

  • Mandatory

    1. Install, upgrade, support and troubleshootwindows OS

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

    3. Install/configure and basic troubleshooting fornetwork printers, scanners, computer hardware, desktop, laptop, network, Wi-Fiand peripherals

    4. Basic knowledge about antiviruses & SCCM

    5. Knowledge about Remote support tools

    6. Knowledge of mobile devices for configuringemails

    7. Basic knowledge of excel for inventorymanagement

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

  • * Preferred *

    1. Install/configure and basic troubleshooting forMAC

    2. Knowledge about active directory (Manage userand computer account)

    3. Basicknowledge of unified communication tools such as Polycom real presence desktop,hangout, skype

    4. Knowledge about the ITIL framework

    5. Working experience with large corporate/MNC

    6. Requesting and coordinating vendor support

* Core Competencies *

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

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

● Collaborative:be a supportive colleague with excellent interpersonal and stakeholdermanagement skills

● Goodtroubleshooting & analytical skills

● CustomerFocused: Responds to requests promptly from key stakeholders while showingintegrity

● TeamPlayer

● 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 experiencein corporate environment

  • Preferably should have anyindustry technical certification such as MCP, A , CCNA, etc.

  • Preferably should have ITILV2 or V3 foundation certified.

Qualifications

* Educational& Technical Experience *

  • College Graduate(B.E./B.Sc/BCA/BBA/Bcom/BA) with minimum 55% aggregate

  • Minimum 2years of experiencein corporate environment

  • Preferably should have anyindustry technical certification such as MCP, A , CCNA, etc.

  • Preferably should have ITILV2 or V3 foundation certified.

Primary Location: IN-IN-Noida

Work Locations: IN-Noida-WTT Sector 16 World Trade Tower, 15th Floor New Okhla Industrial Development Area Noida

Job: Technology

Organization: Growth

Employee Status: Regular Employee

Job Type: Standard

Job Posting: Sep 21, 2017

Req ID: 1714097