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Pearson
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Manchester, Greater Manchester
VSS Level 1 Technician
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Job Type: Full-time |
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Overview
VSS Level 1 Technician (Portuguese and English Speaking) Manchester, GB Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leaders in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 Test Centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers for Diversity 2019 awards. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for an IT Support Technician to join our successful team in Salford Quays, Manchester office. Your Opportunity IT Support Technician (Portuguese and English Speaking) Based in Salford Quays, Manchester UK Permanent & full-time working 37.5 hours per week Parking available throughout Salford Quays & excellent access to public transport links At Pearson VUE we have an exciting opportunity for an IT Support Technician to join our successful IT Support Team and provide first-class customer service for our global clients. Each one of our clients is unique, therefore you will treat every customer as a valued individual. You will work in a skilled, multi-lingual team of passionate colleagues where you will report to the Team Manager and support your customers by telephone, chat and remote-access tools. You will ensure that you fully understand their inquiry, listen to their needs and ask questions to troubleshoot any faults and provide effective solutions. You will deliver an exceptional technical service to customers from our network of global Exam Centers, assessment venues and education organizations, often at times when customers are due to complete important exams. Therefore, you will be expected to prioritize tasks effectively and work with a sense of urgency, taking ownership of customer issues until they are resolved. It will be your responsibility to provide support and guidance on the installation of testing systems and software remotely. You will also assist with upgrading or implementing new applications. Your role will involve documenting and recording customer updates and outcomes using our CRM logging systems. Your regular days will be Monday to Friday and working 7.5 hours between the hours of 11:30 am and 20:00. You will be required to work one Saturday every four weeks for which you will receive time off in lieu. Our Successful Candidate This person will be part of a multilingual team predominantly dealing with Brazilian clients, therefore this individual must be fluent in both Portuguese and English. This is a career-changing opportunity therefore we are looking for a passionate team-player with excellent customer service skills. It would be an advantage to have an IT related Degree or professional IT work experience. You should be confident with Windows operating systems, a good knowledge of networking configuration and troubleshooting, along with supporting customers with software remotely. Qualifications Excellent written and verbal communication skills must be bilingual in Portuguese and English Excellent knowledge and experience in a customer focus environment Must be able to actively demonstrate a logical and analytical approach to problem-solving Effective time management Excellent conflict management skills Excellent customer service skills Experience and support of Microsoft Server/workstation operating systems and office applications Experience with supporting software applications via telephone and using remote tools Experience of supporting LAN/WAN connectivity related issues General knowledge of networking configurations and troubleshooting Quick learner and ability to adapt to new systems and operating environments Desirable Experience And Qualifications Qualification in ITIL or similar Qualifications from Helpdesk Institute Active Directory support Demonstrated documentation and training skills Utilization of helpdesk tools (e.g. Salesforce)