Technical Support Representative

Pearson Job Title: Technical Support Representative (Virtual Desktop)

Azure Virtual Desktop Support

Important Note: This is a Limited Temporary Position.

Contract Duration: 5-6 Months with possibility of extension ( January to July, 2026)

About The Role

We are seeking a detail-oriented, customer-focused Azure Virtual Desktop (AVD) Support Representative to provide high-quality technical assistance to internal employees. In this role, you’ll help troubleshoot AVD-related issues, support remote staff, and ensure inquiries are resolved efficiently and professionally—often on first contact.

Education, Skills And Knowledge

• College coursework or technical training preferred, or an equivalent 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.
• Strong teamwork and collaboration skills.
• Must have excellent oral and written communication skills.
• Reliable attendance and punctuality are required.
• Experience working with a PC and a Windows environment is required .
• Experience working with a Mac is preferred but not required.
• Ability to learn new systems, follow documented processes, and apply solutions consistently.

Basic Purpose and Objectives

Provide exceptional general and technical support to internal customers by maintaining a patient, professional demeanor and focusing on prompt, attentive, and efficient first-contact resolution.

Overall Functions And Responsibilities

• These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am to 5pm on Saturday and Sunday.
• May be required to work a rotating shift schedule and weekends.
• Provide accurate and timely answers to internal customer questions or concerns via phone or email.
• Diagnose and resolve technical issues using documented processes while maintaining a courteous, customer-focused approach.
• Contact remote employees in a supportive and efficient manner.
• Escalate unresolved or complex issues to the appropriate teams for resolution.
• Independently resolve routine issues and notify management of urgent or unusual cases that require immediate attention.
• Provide complete documentation of issues handled.
• Stay current on system updates, known issues, and 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.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the worlds lifelong learning company. For us, learning isnt just what we do. Its who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Job: Evaluation

Job Family: LEARNING&CONTENT_DELIVERY

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 21666