End User Services Engineer

Role Overview: As an End User Service Engineer at Pearson, you will be a part of the Technology End User Support Team, providing top-notch support services to Pearson businesses related to the devices used in day-to-day operations. The team's focus is on offering support to all devices utilized by the business, considering Pearson Technology's technical strategy to provide device-agnostic IT solutions. Your role will involve troubleshooting, installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal workstation performance. You will also be responsible for configuring and solving issues on a variety of mobile devices, including Android and iOS, and providing end-user assistance when required. Key Responsibilities: - Build, configure, install, and maintain standard and non-standard hardware and software. - Configure and troubleshoot issues on mobile devices like Android and iOS. - Support internal customers face-to-face or remotely over the phone, identifying and escalating critical issues when necessary. - Maintain IT store and inventory, including spares inventory. - Provide efficient support service to internal customers, responding promptly to office-based staff and remote users. - Communicate effectively within the Service Desk team and across internal departments for issue resolution. - Assist in office moves and provide out-of-hours support as required. - Ensure data protection and security compliance according to corporate guidelines. - Provide remote hand support to Network & AV Team as needed and liaise with 3rd party suppliers and support desks. Qualifications Required: - Mandatory: - Install, upgrade, support, and troubleshoot Windows OS. - Install/configure and troubleshoot MAC devices. - Install, upgrade, support, and troubleshoot applications like MS Office, Internet browsers, Adobe Acrobat, etc. - Basic knowledge of antiviruses, SCCM, Intune, Windows Auto Pilot, MacOS, remote support tools, and mobile device configurations. - Hands-on experience with ticketing tools, preferably ServiceNow. - Preferred: - Knowledge of active directory management, unified communication tools, ITIL framework, and working experience with large corporate/MNC. - Ability to request and coordinate vendor support. Additional Company Details: At Pearson, we are dedicated to creating a world where continuous learning is embraced. We believe in the power of education to empower individuals, foster community connections, and drive global innovations. With a focus on inclusivity, diversity, and equity, we strive to build a workplace where every individual is supported in reaching their full potential. Pearson is recognized as one of the 10 most innovative education companies of 2022, with a commitment to digital transformation and providing vibrant learning experiences for real-life impact. Role Overview: As an End User Service Engineer at Pearson, you will be a part of the Technology End User Support Team, providing top-notch support services to Pearson businesses related to the devices used in day-to-day operations. The team's focus is on offering support to all devices utilized by the business, considering Pearson Technology's technical strategy to provide device-agnostic IT solutions. Your role will involve troubleshooting, installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal workstation performance. You will also be responsible for configuring and solving issues on a variety of mobile devices, including Android and iOS, and providing end-user assistance when required. Key Responsibilities: - Build, configure, install, and maintain standard and non-standard hardware and software. - Configure and troubleshoot issues on mobile devices like Android and iOS. - Support internal customers face-to-face or remotely over the phone, identifying and escalating critical issues when necessary. - Maintain IT store and inventory, including spares inventory. - Provide efficient support service to internal customers, responding promptly to office-based staff and remote users. - Communicate effectively within the Service Desk team and across internal departments for issue resolution. - Assist in office moves and provide out-of-hours support as required. - Ensure data protection and security compliance according to corporate guidelines. - Provide remote hand support to Network & AV Team as needed and liaise with 3rd party suppliers and support desks. Qualifications Required: - Mandatory: - Install, upgrade, support, and troubleshoot Windows OS. - Install/configure and troubleshoot MAC devices. - Install, upgrade, support, and troubleshoot applications like MS Office, Internet browsers, Adobe Acrobat, etc. - Basic knowledge of antiviruses, SCCM, Intune, Windows Auto Pilot, MacOS, remote support tools, and mobile device configurations. - Hands-on experience with ticketing tools, preferably ServiceNow. - Pre