Associate End User Services Engineer

• Within Pearsons 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 Technologytechnical 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 organizations 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