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 computer-based exams via the world's most comprehensive network of nearly 20,000 Test Centres in over 180 countries. 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).

Pearson VUE is regularly praised globally for our commitment to our employees, and we are listed in the 2023 Investors in People awards for our amazing apprenticeships programs. We are proud to offer an exceptional environment to develop your professional career and we are now looking for an IT Support Technician to join our successful team in Salford Quays, Manchester area.

Your Opportunity

• IT Support Technician

• Hybrid Work Set-up – work from home or office

• Salford Quays based office available, Manchester UK

• Permanent & full-time

• Starting salary of £24,100.00 with excellent Pension contributions scheme

• Amazing benefits package and wide range of development opportunities

• Working week: Monday - Friday (11:30 - 20:00)

At Pearson VUE we have an exciting opportunity for an IT Support Technician to join our global IT Support Team and provide a first-class customer service for our 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 and troubleshooting of 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 experience 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 2024 therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE!

Your Rewards & Benefits

We’ll expect a lot and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams and their families too. There is a range of options, too many to list here, but when you join our Pearson VUE family you can look forward to:

• Work from home with occasional office visits

• A starting holiday entitlement of 25 days plus UK public holidays.

• Generous pension scheme where we match and double what you contribute.

• Maternity, paternity, and family care leave as well as flexible work policies.

• Stock/share purchase options.

• Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family and personal life.

• Cycle to work program, Gym membership concessions in selected office locations, along with retail and leisure discounts.

Required Experience and Qualifications

• Excellent knowledge and experience in a customer focus environment

• At least two years in a similar role or an IT related degree

• Excellent written and verbal communication skills

• Must be able to demonstrate a logical and analytical approach to problem solving

• Effective time management

• Excellent conflict management skills

• Excellent customer service skills

• Experience supporting Microsoft Server/workstation operating systems and office applications

• Experience supporting software applications via telephone and using remote support tools

• Experience supporting local network 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

• Excellent documentation and training skills

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

Our Recruitment Process

• Please complete and submit your application as soon as possible and ensure that you apply directly on our Pearson Careers website only.

• We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. Wishing you success with your application!

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 ppsmhr@pearson.com.

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: FULL_TIME

Req ID: 12934