Senior Customer Service Technical Support Analyst

SUMMARYAt Pearson, were committed to a world thats always learning and to our talented team that makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether its one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology and each other to surpass these boundaries we create seeds of learning that become the catalyst for the worlds innovations, personal and global, large and small.Location : US- RemoteResponsibilities :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)Manage the Work EffectivelyUnderstand and Resolve IssuesSeek Customer SatisfactionReadily AdaptShare InformationShow Initiative and CommitmentSCOPE AND IMPACT OF JOBWorking 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.Education and Experience:Associate degree in a technical field or equivalent job experience required3+ years experience working in a 2 nd tier support role.MCSE, CCNA or Net+ strongly preferredExperience 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, Leo stream, and Thinlaunch.Skills, Knowledge and Abilities:Effective problem-solving skills and troubleshooting skillsExcellent written and oral communication skillsTime management and multi-task skillsStrong interpersonal skillsExcellent customer service skills.Excellent analytical skillsAbility to stay calm in stressful situationsAbility to work on own or in a team environmentVUE Operations SupportAnalyze 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, 3 rd 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 staffCreate 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.Colorado-based and Remote Roles, AIP eligible: As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $60,000 - $80,000. This position is eligible to participate in an annual incentive program, and information on benefits offered is here. SUBMIT COVER LETTER WITH YOUR RESUME WHEN APPLYINGLearning 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 worlds leading learning company. Learn more at .Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racistcompany 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 Pearsons commitment to a diverse and inclusive workforce, please click here: 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 SERVICEOrganization: Assessment & QualificationsSchedule: FULL_TIMEReq ID: 7320

Created: 2025-09-06