Level 1 IT Technician

Posted 8 September by Pearson

Level 1 IT Technician


Our Organisation

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 recognised 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.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Your Opportunity

  • IT Support Technician

  • Based in Salford Quays, Manchester UK

  • Permanent & full-time

  • Your regular days will be Wednesday to Sunday and working 7.5 hours between the hours of 07:30 and 18:00

  • Salary up to £25,500.00

  • 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 a 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 enquiry, 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 Centres, assessment venues and education organisations, often at times when customers are due to complete important exams. Therefore, you will be expected to prioritise 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.

Our Successful Candidate

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.

Take your IT Support expertise to a new level - we have many interesting and dynamic projects to look forward to in 2021 therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE!

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.


  • Excellent written and verbal communication skills.

  • 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

  • Utilisation of helpdesk tools (e.g. SalesForce)

Primary Location: GB-GB-Manchester

Work Locations: GB-Manchester-The Lighthouse The Lighthouse 14 The Quays Salford Quays Manchester M50 3BF

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Sep 8, 2020

Job Unposting: Sep 22, 2020

Schedule: Full-time Regular

Req ID: 2008419

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.

Reference: 40839302

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