End User Services Technician at Pearson

Job Description

Job Purpose

The End User Services Engineer is 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 support team is service driven and will provide IT solutions that are device agnostic in line with Pearson Technology’s technical strategy.

Key Accountabilities

To provide Hardware and Software support services to the end users that will include:

• Fixing bugs by applying updates, upgrades and software patches
• Diagnose and find out faulty peripherals
• Coordinate with vendors to get faulty peripherals replaced
• Maintaining and fixing any error, failure or damage to the Desktop, laptop, server and mobile devices
• Managing windows, Linux, Chrome, etc operating systems.
• Monitor the security system (anti-virus, network, etc.).
• Provide basic network support.
• Providing advisory consultation related to infrastructure whenever it's required.
• Establishing policies and procedures to maintain the infrastructure.
• Manage Daily backup activities if require.
• Responsible for providing support at user Desk.
• Install new devices (laptops/desktops)

Core competencies

• Proven troubleshooting skills with above hardware and software technologies.
• Good interpersonal and communication skills.
• Fluent in spoken and written English.
• Ability to provide input into the evaluation of new products.
• Documentation of procedures.
• Strong organisational and time management skill.
• Customer and service delivery focused.
• 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.

Experience, Knowledge And Skills

3 years plus relevant experience

Qualifications

• Relevant IT secondary and/or tertiary qualification
• Completion of, or progress towards, IT industry certification desirable (ITIL, Microsoft Certified Technology Specialist (MCTS))

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