Job Description

Virtual Tech Hub/VIP Senior Lead

Summery

This Senior VIP Service Lead provides VIP employee support for technical inquiries received via the telephone and/or email. This individual determines severity of reported issues and assesses the nature of the problem and resolves simple to complex support issues over the phone and/or remote desktop process. This position should be able to not only assess an issue, but prioritize, diagnose for rapid resolution and/or escalation with laptops/tablets, accessories, mobile devices, additional hardware and including software on all make and model assets.

Accountabilities/Responsibility

• Responsible for ensuring Pearson VIP users are provided efficient and timely support to resolution
• Ensures Help Desk coverage during the hours of :
  • 12 midnight to 7am Eastern time, Monday thru Friday = 10:30am to 5:30pm in S.L.
  • Optional weekend work flexibility in the future
  • Additional on-call support as required (e.g. Holidays)
• Monitors problem management database and follows up with assigned team member to ensure timely resolution of problems
• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures if/when necessary
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the user
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities
• Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other business units
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Technical Competency

• 5 years plus relevant experience in an IT Help Desk environment
• Must have knowledge of PC, Apple Mac and mobile device technology

• Good general business awareness
• Experience of the Pearson group, its values and culture.
• Knowledge and understanding of other businesses within the Pearson Group
• Technical Certification (MCP/MCITP, CCNA/CCNP, A+ desired
•  Provide first point of contact on technical issues from Pearson VIPs
• Superior/High Level Customer service skills…. professional, comfortable handling multiple requests from Pearson VIP’s ​
• Strong knowledge of Windows, iOS, Mac and mobile device(s) operating systems.
• Strong Active Directory and Windows Exchange environment ​ a must​
• Strong software support knowledge with Hardware, remote troubleshooting and incident resolution
• Strong knowledge and experience supporting laptops/tablets/mobile devices remotely
• Strong knowledge and experience in server, network and applications, and problem resolution  ​
• Working knowledge of SCCM and remote software deployment
• Network experience TCP/IP, Any Connect, home and business class routers and modems.​
• Proficient with managing and prioritizing multiple projects
• Strong documentation and troubleshooting steps recording, updating Service Now ticketing system
• Advanced troubleshooting skills of familiar and unfamiliar technologies alike
• May troubleshoot unfamiliar products through vendor or online documentation ​
• Excellent English and written and verbal communication skills including interpersonal / customer service skills
• Superior analytical and problem-solving abilities with keen attention to detail
• Exceptionally self-motivated and directed with ability to set and manage priorities
• Excellent independent problem solving and resolution skills
• Works with a sense of urgency and commitment to understand business partners and impact of concerns.
• Ability to meet or exceed service level agreements when dealing with incident, change, or problem management and contribute to continuous improvement programs.
• Reports to a Manager and works with peers in a different time zone​
• Strong Standard Software knowledge( Adobe Suite, Any Connect, ​Office 2013/365, Symantec, Box, Google Cloud Apps, Service Now)Email ( ​Gmail, Office 2013​)

Non-Technical Competency

• Able to analyze call data, evaluating and making logical recommendations based on findings
• An ability to manage, motivate and lead a team as it grows
• Sound knowledge of technology principles
• Strategic and sound business awareness
• Ability to keep abreast of best practice and to utilize latest technology
• Ability to consistently meet deadlines and work under pressure
• Client focused and commercially motivated
• Ability to work individually using own initiative and as part of a team
• Ability to challenge current norms
• Strong analytical / problem solving abilities
• Honest and transparent in all role activities
• Excellent verbal, written and presentation skills
• Respected and trusted by peers
• Ability to provide technical coaching to business users
• Good project management skills
• Must be fluent in English, additional languages a plus

Educational & Professional Qualifications

• Should possess a bachelor’s degree or equivalent in Computer Science, Engineering or any other relevant field
• Relevant IT Help Desk qualifications are preferred
• Microsoft Certified Technology Specialist (MCTS) is preferred
• ITIL Foundation is preferred

How to Apply

Job Categories: Other. Job Types: Full-Time.

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