Pearson Customer Service Technical Support Specialist (MN) in Bloomington, Minnesota

Customer Service Technical Support Specialist (MN)

Description

Pearson VUE (www.pearsonvue.com) is the global leader in electronic testing for regulatory and certification boards, providing a full suite of services from test development to test delivery to data management. Pearson VUE offers exams through the world's largest network of test centers in 175 countries, providing testing services for information technology, academic, government and professional clients.

The Company's innovative technology offers the highest levels of security and program control, while its commitment to service provides clients and individual test takers with an unmatched testing experience. Our focus on employees has fueled sustained growth even in a down economy and has earned Pearson recognition from the Minneapolis Star Tribune as a “Top Workplace” numerous times in recent years.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses including Penguin and the Financial Times (FT). Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.

The Level 2 Analyst is responsible for the analysis of the production software and hardware issues that occur at our 200 Pearson Professional Testing Centers (PPCs) and VUE contracted test centers worldwide. 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 also supports internal applications and works on other projects as directed.

Working closely with Senior Network Analysts, Test Center Administrators, Network Operations, PPC Operations staff and Regional Managers; the Service Desk 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.

Position is located in Bloomington, MN

VUE Operations Support

  • Analyze software issues and 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, andscreen 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.

  • 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 Windows scripting tools and other Windows management technologies.

  • Attend defect prioritization meetings and act as the representative for the global VSS team interest.

  • Provide on-call coverage to support Level 1 staff for weekend testing situations.

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 team and publish to 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 hiring process.

Qualifications

REQUIRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

  • Associate’s degree in a technical field or equivalent job experience required

  • 2 years experience working in a 2nd tier support role.

  • MCSE, CCNA or Net strongly preferred

  • Experience working with all version of Windows, specifically Windows 7, 8, and 10.

  • Experience working with Server 2008r2, Server 2012, and Server 2016.

  • 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 internal and external preferred.

  • Experience working with Amazon Web Services preferred.

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.

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-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 29, 2017

Req ID: 1707859