Associate Service Desk Engineer (Operations Command Center)

About PEARSON

Pearson is the world’s leading learning company, with 40,000 employees in more than 80 countries working to help people of all ages to make measurable progress in their lives through learning. With revenues over €5.2 billion in 2013 we provide learning materials, technologies, assessments and services to teachers and students in order to help people everywhere aim higher and fulﬁll their true potential. We put the learner at the center of everything we do.

Pearson Lanka is a core part of Pearson's global Learning Technologies team. We build and manage some of the industry leading cloud based learning platforms that serve millions of students across the world. Over the years, we have built a strong Agile Development team, and we are now looking to expand aggressively over the next 12 months.The industry leading cloud-based technology platforms of Pearson help educate more than 30 million students across the globe.

The 360+ strong engineering team based out of the Colombo office works dedicatedly to service Pearson technology companies located in North America, Europe and Australia.

At Pearson, we aim to be the best company to work for in the world. It is part of our philosophy to provide benefits, profit share plans, development opportunities and a culture that beats anywhere else. If you are 'always learning', and have a passion for technology and creativity, send in your resume and join our exciting engineering culture.

Associate Service Desk Engineer (Operations Command Center)

JOB SUMMARY

Working in a 24x7 OCC environment, the Service Desk Engineer is responsible for working with internal and external engineering teams to rapidly resolve major and minor incidents. The Service Desk Engineer ensures day-to-day service delivery problems are resolved and works on special projects as assigned. Works shifts are not typically 8-5 Monday through Friday and you may be called to into work on your scheduled day off, and or rescheduled for work hours to assist in coverage. OCC is assigned projects and are expected to work on the project during the assigned times. As well as balancing other duties as assigned.

ACCOUNTABILITIES

Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service.

Ensures customer satisfaction by responding to calls to the Operations Command Center. Logs all customer questions and problems, and tracks them through resolution.
Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters.
Conduct assigned system maintenance
Gathers metrics for regular reports and summaries.

Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues.

Provides tier 1 support for all servers and systems in the production SaaS environment.
Works closely with tier 2 and 3 support teams to resolve events and complete projects
Assists Incident Management team during and after events to gather information and troubleshoot incident root cause.
Troubleshoots web site access and configuration issues
Troubleshoots all areas of web servers including accessibility, configuration, software and hardware
Manages and maintains application and systems monitors in the production SaaS environment.
Assists in developing scripts for automation tasks and process improvement
Supports and maintains third party applications
Assists in the implementation of new technical tools
Other duties as assigned.

KEY TECHNICAL COMPETENCIES

Excellent communications and team skills
Positive attitude in stressful situations
Focuses on customer satisfaction as critical goal; regularly seeks input and feedback.
Can effectively manage given tasks and projects in a timely and efficient manner
Demonstrates follow-through until desired results are achieved.
General server hardware knowledge
Experience with Windows, Linux, networking, WAN and virtualization technologies

License/certifications required

MCSA or
Red Hat Certified System Administrator (RHCSA)

EDUCATION, QUALIFACATIONS & BACKGROUND

Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience.

Please use the following link and submit your resume http://pearsonlankavacancies.peopleshr.com/