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Pearson Tier 3 Technical Support Analyst, Temporary in Salt Lake City, Utah

Tier 3 Technical Support Analyst, Temporary

Description

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. 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.

Pearson is seeking highly motivated individuals with a sound technical background to join our Level 2/3 Technical Services team. We 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 products 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 Pearson: DevOps, SRE, Monitoring Engineering, CISO, Field Service Engineering, TPM roles, and more. We take continuous learning to heart. 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.

Responsibilities

  • 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 data analytics systems to query error reporting tools. Proactively find problems users are experiencing and suggest configuration changes to prevent further occurrences.

  • Some opportunities to travel for well-qualified individuals. We work closely with our Field Service Engineering team for contract delivery requirements. Agents may have the opportunity for high-visibility and high-impact customer site visits.

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

  • Always be a champion for our users! They may not have the vocabulary to express what they feel can be improved, but it is our job to anticipate their needs and relay their feedback.

***Will initially work remotely and will eventually work onsite for our San Antonio, TX, and Iowa City, IA offices.

Qualifications

Qualifications

  • Excellent troubleshooting, problem solving, written and oral communication skills are required.

  • Ability to deal tactfully and effectively with customers in a fast-paced environment, and provide consistently great customer service.

  • Ability to work independently and demonstrate sound judgment within established policies and guidelines is required.

  • Previous experience supporting Windows operating systems required. Previous experience supporting Mac operating systems preferred.

  • Previous experience supporting mobile platforms such as iOS and Chrome OS preferred.

  • Familiarity in working with proxy servers and packet capture utilities would be a plus, but not required.

  • Experience with content filters, firewalls, and networking would be of great benefit, but is not 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.

Primary Location: US-RE-Remote

Other Locations US-IA-Iowa City, US-TX-San Antonio

Work Locations: US-Remote Remote

Job: Project/Temporary Workforce

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Nov 13, 2020

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 2010596

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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