<p><img alt="" src="/logo/0000000233/2277_TL 2015 1.PNG" style="height: 288px;width: 692px;"/></p> <p><strong><span><u>Virtual Tech Hub/VIP Senior Lead</u></span></strong></p> <p><span><strong>Summery</strong></span></p> <p><span>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.</span></p> <p><span><strong>Accountabilities/Responsibility</strong></span></p> <ul> <li><span>Responsible for ensuring Pearson VIP users are provided efficient and timely support to resolution</span></li> <li><span>Ensures Help Desk coverage during the hours of :</span> <ul> <li><span>12 midnight to 7am Eastern time, Monday thru Friday = 10:30am to 5:30pm in S.L.</span></li> <li><span>Optional weekend work flexibility in the future</span></li> <li><span>Additional on-call support as required (e.g. Holidays)</span></li> </ul> </li> <li><span>Monitors problem management database and follows up with assigned team member to ensure timely resolution of problems</span></li> <li><span>Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels</span></li> <li><span>Invokes problem escalation procedures if/when necessary</span></li> <li><span>Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found</span></li> <li><span>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</span></li> <li><span>Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through</span></li> <li><span>Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities</span></li> <li><span>Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other business units</span></li> <li><span>Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service</span></li> </ul> <p><span><strong>Technical Competency</strong></span></p> <ul> <li><span>5 years plus relevant experience in an IT Help Desk environment</span></li> <li><span>Must have knowledge of PC, Apple Mac and mobile device technology</span></li> </ul> <ul> <li><span>Good general business awareness</span></li> <li><span>Experience of the Pearson group, its values and culture.</span></li> <li><span>Knowledge and understanding of other businesses within the Pearson Group</span></li> <li><span>Technical Certification (MCP/MCITP, CCNA/CCNP, A+ desired</span></li> <li><span> Provide first point of contact on technical issues from Pearson VIPs</span></li> <li><span>Superior/High Level Customer service skills…. professional, comfortable handling multiple requests from Pearson VIP’s </span></li> <li><span>Strong knowledge of Windows, iOS, Mac and mobile device(s) operating systems.</span></li> <li><span>Strong Active Directory and Windows Exchange environment a must</span></li> <li><span>Strong software support knowledge with Hardware, remote troubleshooting and incident resolution</span></li> <li><span>Strong knowledge and experience supporting laptops/tablets/mobile devices remotely</span></li> <li><span>Strong knowledge and experience in server, network and applications, and problem resolution </span></li> <li><span>Working knowledge of SCCM and remote software deployment</span></li> <li><span>Network experience TCP/IP, Any Connect, home and business class routers and modems.</span></li> <li><span>Proficient with managing and prioritizing multiple projects</span></li> <li><span>Strong documentation and troubleshooting steps recording, updating Service Now ticketing system </span></li> <li><span>Advanced troubleshooting skills of familiar and unfamiliar technologies alike</span></li> <li><span>May troubleshoot unfamiliar products through vendor or online documentation </span></li> <li><span>Excellent English and written and verbal communication skills including interpersonal / customer service skills</span></li> <li><span>Superior analytical and problem-solving abilities with keen attention to detail</span></li> <li><span>Exceptionally self-motivated and directed with ability to set and manage priorities</span></li> <li><span>Excellent independent problem solving and resolution skills</span></li> <li><span>Works with a sense of urgency and commitment to understand business partners and impact of concerns.</span></li> <li><span>Ability to meet or exceed service level agreements when dealing with incident, change, or problem management and contribute to continuous improvement programs.</span></li> <li><span>Reports to a Manager and works with peers in a different time zone </span></li> <li><span>Strong Standard Software knowledge( Adobe Suite, Any Connect, Office 2013/365, Symantec, Box, Google Cloud Apps, Service Now)Email ( Gmail, Office 2013)</span></li> </ul> <p><span><strong>Non-Technical Competency</strong></span></p> <ul> <li><span>Able to analyze call data, evaluating and making logical recommendations based on findings</span></li> <li><span>An ability to manage, motivate and lead a team as it grows</span></li> <li><span>Sound knowledge of technology principles</span></li> <li><span>Strategic and sound business awareness</span></li> <li><span>Ability to keep abreast of best practice and to utilize latest technology</span></li> <li><span>Ability to consistently meet deadlines and work under pressure</span></li> <li><span>Client focused and commercially motivated</span></li> <li><span>Ability to work individually using own initiative and as part of a team</span></li> <li><span>Ability to challenge current norms</span></li> <li><span>Strong analytical / problem solving abilities</span></li> <li><span>Honest and transparent in all role activities</span></li> <li><span>Excellent verbal, written and presentation skills</span></li> <li><span>Respected and trusted by peers</span></li> <li><span>Ability to provide technical coaching to business users</span></li> <li><span>Good project management skills</span></li> <li><span>Must be fluent in English, additional languages a plus</span></li> </ul> <p> </p> <p><span><strong>Educational & Professional Qualifications</strong></span></p> <ul> <li><span>Should possess a bachelor’s degree or equivalent in Computer Science, Engineering or any other relevant field</span></li> <li><span>Relevant IT Help Desk qualifications are preferred</span></li> <li><span>Microsoft Certified Technology Specialist (MCTS) is preferred</span></li> <li><span>ITIL Foundation is preferred</span></li> </ul> <p><span>Please apply through here - </span><a href="http://pearsonlankavacancies.peopleshr.com/" style="color: rgb(17, 85, 204);" target="_blank">http://pearsonlankavacancies.peopleshr.com/</a></p>