• United States Of America, Usa

Job Description:

At Pearson, were committed to a world thats 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 re-examining the way people learn best, whether its 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 worlds innovations, personal and global, large and small

Pearson is seeking highly motivated individuals with a sound technical background to join our Level 2/3 Technical Services team to provide escalated levels of technical support for our large-scale assessment platforms This position has tremendous growth potential -- Candidates that excel in learning our technology and programs while delivering a great customer experience to our users will be considered for additional positions within other Pearson Technology teams Many of our previously successful candidates have moved onto larger roles within our larger Assessment Technology Engineering teams DevOps, SRE, Monitoring, Security, Field Service Engineering, TPM roles and more We take continuous learning to heart - were in a rapidly evolving space and every day brings new ideas and opportunities We value positive energy, clear communication, and are committed to building an inclusive environment for people from every background We look forward to hearing from you


Actively collaborate with colleagues and other internal teams to provide the best possible customer experience Adhere to established quality standards

Advanced troubleshooting projects will be required Typically this would involve recreating reported scenarios and determining a root cause for customer concerns

Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved

Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users for technical support -- both inbound and outbound proactive support

Work independently, handle multiple priorities and demonstrate sound judgment within established policies and guidelines

Use our data analytics tools (Splunk) to query error reporting tools to proactively find problems our users are experiencing and help suggest configuration changes to prevent further occurrences

Some opportunity to travel for well-qualified individuals We work closely with our Field Service Engineering team, for contract delivery requirements involving high-visibility high-impact site visits, and as champions for the end-user experience

Provide engaging, informative, well-organized evidential feedback where required

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply


Preferred Skills & Experience

4 yr Computer Science, MIS, Technical degree or previous DevOps/relevant experience

2 years experience in a technical support role

2 years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 1011 , Windows 7 or above) including mobile devices running Apple iOS, ChromeOS, or Android mobile operating systems

Strong fundamental knowledge of networking protocols and troubleshooting

Familiarity with distributed computing environment concepts; local and network-based user and group accounts and permissions

AWS Certification Preferred -- exceptions can be made -- training and coursework may be provided to otherwise desirable candidates with the ability to obtain within 6 months

Development or security background preferred

Proven experience with data analytics preferred

Please note that this is a short term on-site position with long term potential located at both our Iowa City, IA and San Antonio, TX campuses

Nearest Major Market Iowa City, San Antonio

Job Segments Technical Support, Technician, Quality Assurance, Technology, Contract, Specialist, Engineer

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Educational/Training
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

Pearson Education Services Pvt Ltdarfix

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