Senior Customer Service Technical Support Analyst

SUMMARY

The Level 2 Analyst is responsible for the analysis of the production software and hardware issues that occur at our 400+ Pearson Professional Testing Centers (PPCs) and VUE contracted test centers worldwide. The Level 2 Analyst will also contribute to the maintenance and support for the Cloud Computing Technology systems (CCT). The Level 2 Analyst is also responsible for the analysis of software issues for the internal VUE business groups. Day to day tasks include submission of software defect reports, site error log analysis, debug application problems in the production environment, and participate in software defect review and resolution meetings. The Level 2 Analyst also acts as a resource for the VSS level 1 technician on technical problem resolution. This position will also contribute to the Test Center minimum hardware standards, this includes Test Event specifications and all IBT specifications. The Level 2 Analyst will evaluate/document/recommend software support tools and requirements for the VSS operation teams. The Level 2 Analyst will work with vendors and other Pearson Business units to test and approve required peripheral devices required by the VTS system. This position also supports and contributes to internal projects as directed.

CORE COMPETENCIES (Level - Individual Contributor)

1. Manage the Work Effectively
2. Understand and Resolve Issues
3. Seek Customer Satisfaction
4. Readily Adapt
5. Share Information
6. Show Initiative and Commitment

SCOPE AND IMPACT OF JOB

Working closely with Senior Network Analysts, Test Center Administrators, Network Operations, PPC Operations staff and Regional Managers; the Level 2 Analyst is the support contact for multiple users and works to proactively monitor all software systems and identify the potential problem areas. Also, at times this position will work with Development Analyst and System Design Architects to resolve critical system issues.

REQUIRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

• Associate degree in a technical field or equivalent job experience required
• 3+ years’ experience working in a 2nd tier support role.
• MCSE, CCNA or Net+ strongly preferred
• Experience working with Windows, specifically Windows 10, familiarity with Window 11.
• Experience working with Server 2012, 2016, and Server 2019.
• Advanced knowledge of Active Directory, DNS, DHCP, and Group Policy required.
• Advanced knowledge of OSI model TCP/IP protocols and standards required.
• Experience with network standards for routing and sub-netting is required.
• Experience working with Altiris is preferred.
• Experience with Windows scripting (VBscript, Power Shell, Python Scripting Language) preferred.
• Strong in-depth knowledge of the VUE applications.
• Experience working with Amazon Web Services, Leostream, and Thinlaunch.

REQUIRED KNOWLEDGE AND EXPERIENCE

Skills, Knowledge and Abilities:

• Effective problem-solving skills and troubleshooting skills
• Excellent written and oral communication skills
• Time management and multi-task skills
• Strong interpersonal skills
• Excellent customer service skills.
• Excellent analytical skills
• Ability to stay calm in stressful situations
• Ability to work on own or in a team environment

PRIMARY RESPONSIBILITIES

VUE Operations Support

• Analyze software issues to determine if the issue is a software defect, perform analysis and record pertinent data in a Clear Quest defect. Provide logs, result files, systems information, and screen shots to development for analysis. Work with the developer to identify root cause, consult on proposed resolutions for defects.
• Research operational issues gather data and determine if the issue is systems related, test publishing, test center environmental, or a database issue. Engage the appropriate resources to resolve or escalate the issue.
• Coordinate and implement software deployments to the VUE test centers. Monitor software performance and document all issues in the defect system or escalate to the appropriate business unit. Remotely update test center software as needed. Perform track validation and coordinate site VTS updates for CCT sites.
• Work with Technical Support Manager to maintain all current minimum hardware specifications documents required to delivery exams on the VTS platform. This would include Company owned test centers, 3rd party test centers, and all IBT deliveries.
• Work with vendors and internal business units to develop specifications for required hardware peripherals such as signature pads, Web cameras, scanners, and other required test center devices. Perform validation testing of new or substituted peripheral models.
• Evaluate new technologies and software releases to determine the impact to all types of test centers. Work with development to structure tools and reports to support new technologies.
• Proactively monitor various distributed client server applications for errors or performance issues. Using scripted solutions and other Windows management technologies.

Support VSS Level 1 staff and other VSS regions staff

• Create process and technical documentation to support the training and activities of the VSS Level 1 technicians. Provide documents to the VSS TEAMS site or the VSS knowledge base system.
• Act as an escalation point for VSS Level 1 technicians, VSS trainer, VSS supervisor, and the VSS level 2 staff in other regions. Participate on weekly technical calls with other regions.
• Evaluate and research incidents identified by the VSS level 1 staff for potential issues encountered during exam delivery but not fully resolved after delivery event is completed.

Training and providing Level 1 employee performance data

• Assist in recorded call performance monitoring and employee performance evaluations.
• Participate in Level 1 & 2 hiring process.
• Conduct training activities for new and current technologies as needed.

Other duties assigned

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:  http://www.pearson.com/careers/diversity-and-inclusion.html 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 1693