Technical Support Lead (Virtual Desktop)

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s 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 world’s innovations, personal and global, large and small.

Azure Virtual Desktop Support Lead

Important Note: This is a Limited Temporary Position.

Contract Duration: 12 Months with high possibility of extension

Basic Purpose and Objectives

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness and a focus on resolving issues efficiently on the first contact.

Education, Skills And Knowledge

• Minimum college or technical training preferred, or a combination of education and experience
• Must possess excellent customer service skills.
• Call center experience is preferred.
• Basic understanding of software, hardware and connectivity troubleshooting principles.
• A very friendly and helpful attitude and the ability to manage simultaneous tasks.
• Ability to work as a member of a team is required.
• Must have excellent oral and written communication skills.
• Excellent attendance is required.
• Experience working with a PC and a Windows environment is required.
• Experience working with a Mac is preferred, but not required.
  
  

Overall Functions And Responsibilities

• These positions will include shifts which cover center hours from 7am to 11pm CST Monday through Friday and 9am and 5pm CST on Saturday and Sunday.
• May be required to work a rotating shift schedule and weekends.
• Perform a high amount of problem resolution, troubleshooting and diagnosing various customer issues.
• Serve as an answer point for AVD Support Representatives’ questions and concerns and serve as an escalation point.
• Address any observed or reported conduct, attendance, or performance concerns.
• Monitor the schedule adherence of all AVD Support Representatives and place outbound calls to reps to cover shift in case of illness/term/abandonment/etc.
• Send a Daily Shift Report to management to create visibility to AVD Support’s Performance.
• Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.
• Provide complete documentation of issues handled.
• Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.
• Perform other related duties as assigned.
  
  

Working Conditions

Remote (Work from Home) Office Environment

NOTE: Hours may vary or change, depending upon needs of business.

What To Expect From Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

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

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULLTIME

Workplace Type: Remote

Req ID: 17609