End User Services Engineer at Maskew Miller Learning

Main purpose

• To provide a first class support service to the Maskew Miller Learning 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 responsibilities

• 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, server operating systems. 
• Monitor the security system (anti-virus, network, etc.). 
• Provide basic network support.  
• Knowledge and experience about Cisco network environment. 
• Knowledge and experience working in a VMware environment. 
• Providing advisory consultation related to infrastructure whenever it's required. 
• Manage Daily backup activities if required. 
• Responsible for providing onsite and remote support to users. 
• Install new devices (laptops/desktops) 

Competencies

• Proven troubleshooting skills with 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 organizational 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

• 2 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), CompTIA, Windows Server) 
• Qualification or InProgress of Cisco networking will go a long way.