End User Services Engineer


We are the world’s learning company with more than 24 000 employees operating in operating in 70 countries and a mission to help people make progress in their lives through learning. We combine world class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

In order to increase our effectiveness in helping people improve their lives through learning, we are looking for a Fixed-Term Senior End User Service Engineer to provide a first class support service to the Pearson business with respect to the devices in use in the day-to-day operation. The End User Services Support Team is service driven and will provide IT solutions that are device agnostic in line with Pearson Technology’s technical strategy.

Who should apply?

  • You are passionate about technology and how it can enable education delivery in South Africa, and want to make a difference.

  • You are action-orientated, ethical, determined and customer focused.

  • You are collaborative, take accountability for your work and your actions.

  • You are detailed orientated, organised, systematic and a clear communicator.

  • You are curious, open to learning new systems and keep yourself up to date with new ways of working

Key Responsibilities

  • Build, configure, install and maintain both standard and non-standard hardware and software

  • To configure and solve issues on a selection of mobile devices including Android and IOS

  • Identify and escalate critical issues to other internal/external teams when required

  • Undertake a wide variety of support calls and provide an efficient support service to all customers, ensuring all targets are met including focusing on priority calls

  • Respond in a courteous and timely manner to office based staff and remote users

  • Communicate effectively within the Service Desk Team and across all other internal departments to ensure the effective escalation and resolution of customer problems

  • Provide additional out of hours support as required and assist in office moves

  • Maintain active directory assets ensuring policies are adhered to

  • Ensure data protection is maintained to legal obligations and to ensure data security is upheld according to corporate guidance and regulations

  • Liaise with 3rd party suppliers and support desks as necessary

Core competencies

  • Broad knowledge of Windows operating systems and architecture

  • Ideally broad knowledge of Apple Mac operating system and architecture

  • Strong customer service ethos

  • Customer and service delivery focused

  • Able to analyse call data, evaluating and making logical recommendations based on findings.

  • Must be able to foster co-operation and teamwork to achieve defined objectives. Must have the ability to interact and collaborate effectively with PT colleagues from other teams and with a wide range of stakeholders and business partners.

  • Has a high degree of initiative and self-motivation

  • Have the resilience and stamina to sustain high performance standards under pressure.

Leadership competencies

  • Always learning, courageous, ethical and determine

  • Customer focused, transformational, commercial and innovative

  • Developer, inspirational, relationship-builder and makes it happen


  • 5 years plus relevant experience


  • Relevant IT secondary and/or tertiary qualification

  • Completion of, or progress towards, IT industry certification desirable (ITIL, Microsoft Certified Technology Specialist (MCTS))

Pearson is committed to the principles of employment equity and in accordance with our Employment Equity goals and plan; preference will be given to suitable applicants from designated groups as defined in the Employment Equity Act and subsequent amendments thereto.

Primary Location: ZA-ZA-Port Elizabeth

Work Locations: ZA-Port Elizabeth-1 Ascot 1 Port Elizabeth 6065

Job: Technology

Organization: Growth

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Jan 14, 2021

Job Unposting: Jan 21, 2021

Schedule: Full-time Temporary

Req ID: 2100678

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.

Apply here!