End User Services Engineer
Pearson Education Ltd
Johannesburg, South Africa
11d ago

Description

At Pearson, we’re committed to a world that’s 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 it’s 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 world’s innovations, personal and global, large and small.

Job Opportunity at Pearson South Africa End User Services Engineer Based at our Midrand campus.Pearson is a dynamic and growing education company, working in the areas of learning resources, assessment and training.

We have one goal : to help people make progress in their lives through learning. We believe in excellence and high performance within a supportive, co-

operative environment.We aim to be brave, imaginative and decent in everything we do.

In order to increase our effectiveness in helping people improve their lives through learning, we are looking for an END USER SERVICE ENGINEER SENIOR to provide a first class support service to the Pearson business with respect to the devices in use in the day-

to-day operation. The End User services support team is service driven and will provide IT solutions that are device agnostic in line with Pearson Technology’s technical strategy

Who should apply?

You are passionate about technology and how it can enable education delivery in South Africa, and want to make a difference.

You are action-orientated, ethical, determined and customer focused.

You are collaborative, take accountability for your work and your actions.

You are detailed orientated, organised, systematic and a clear communicator.

You are curious, open to learning new systems and keep yourself up to date with new ways of working

Key Responsibilities

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

Identify and escalate critical issues to other internal / external teams when required

Undertake a wide variety of support calls and provide an efficient support service to all 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

Liaise with 3rd party suppliers and support desks as necessary Core competencies

Broad knowledge of Windows operating systems and architecture

Ideally broad knowledge of Apple Mac operating system and architecture

Strong customer service ethos

Customer and service delivery focused

Able to analyse call data, evaluating and making logical recommendations based on findings

Must be able to foster co-operation and teamwork to achieve defined objectives.

Must have the ability to interact and collaborate effectively with PT colleagues from other teams and with a wide range of stakeholders and business partners.

Has a high degree of initiative and self-motivation

Have the resilience and stamina to sustain high performance standards under pressure.

Leading self

Always learning, courageous, ethical and determined Leading the business

Customer focused, transformational, commercial and innovative Leading others Developer, inspirational, relationship-builder and makes it happen

Experience

  • 5 years plus relevant experience
  • Pearson is committed to the principles of employment equity and in accordance with our Employment Equity goals and plan;
  • preference will be given to suitable applicants from designated groups as defined in the Employment Equity Act and subsequent amendments thereto.

    Qualifications

    Relevant IT secondary and / or tertiary qualification

    Completion of, or progress towards, IT industry certification desirable (ITIL, Microsoft Certified Technology Specialist (MCTS))

    Job Unposting : Sep 19, 2018

    Schedule : Full-time Regular

    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.

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