Technical Solutions & Conference Coordinator

To serve the growing needs of Pearson’s clients, the Event Technical Support Coordinator is responsible for supporting several client conferences and testing events in the USA and Canada.

This position is a dual role that would include conference and event technical support related responsibilities as well as Technical Support Level 2 responsibilities for the Pearson VUE testing system software.
This appointed individual will also be responsible for ensuring that equipment used for these events are setup correctly and ready to be used for exam delivery. These tasks include, coordinate, and implement software deployments to events hardware, work with different teams to ensure all event equipment meet requirements for exam delivery, report, and work with VSS teams on resolving any issues or failures of equipment at conference and testing events.

Key Responsibilities:
Conference Support - 35% of role

• Responsible for supporting and implementing testing solutions for multiple events during the year.
• Develop requirements through collaboration with clients and internal account and technology teams. Create conference/event plans with recommended solutions and obtain approvals from relevant stakeholders. 
• Provide technical support to facilitate the updates to testing kits used for testing events in Canada, this will be completed in our on-site storage facility in located in Newmarket, outside Toronto.
• Liaise with the wider team, and agencies where appropriate, to help deliver successful testing events in the region(s)
• Work with the team to ensure adequate capacity is provided for test events and assist to develop contingency plans for each event.
• Supporting other initiatives as provided by the Events teams where appropriate.
• Develop strong relationships with wider Pearson colleagues to maximize effectiveness of testing event coordination.
• Act as PVUE conference delivery manager and will need to travel for up to a week at a time to deliver these conferences.

VSS Level 2 Support - 65% of role

• Provide Level 2 technical support for our test delivery channels to support our proprietary Pearson VUE testing system software. 
• Coordinate and implement software deployments to VUE exam delivery channel, events, and test centres.
• Analyse software issues to determine if the issue is a software defect, perform analysis and record pertinent data so that it can be escalated and resolved by VUE development teams.
• Contribute to a range of exam preparation and delivery tasks.
• Work with the team to ensure the provision of appropriate training and supporting documents for successful exam delivery 
• Proactively monitor various distributed client server applications for errors or performance issues.  Using scripted solutions and other Windows management technologies.
• Create process and technical documentation to support the training and activities of the VSS Level 1 technicians.  Provide documents to the VSS TEAMS site or the VSS knowledge base system.
• Act as an escalation point for VSS Level 1 technicians, VSS trainer, VSS supervisor, and the VSS level 2 staff in other regions.  Participate on weekly technical calls with other regions.
• Evaluate and research incidents identified by the VSS level 1 staff for potential issues encountered during exam delivery but not fully resolved after delivery event is completed.

Essential Experience and Qualifications

• Degree educated or equivalent preferred 
• Customer Service and technical support experience required - front line phone technical support, in-person conference and event support and management.
• 3+ years’ experience working in a 2nd tier support role.
• Demonstrated experience with coordinating a range of event types and/or projects.
• Enthusiastic, energetic team player who can work on their own, whilst possessing the ability to seek assistance and/or escalate concerns when required.
• Ability to work positively within a wider team.
• A strong trouble-shooter with the ability to think quickly in high-pressure situations.
• Experience working with Windows applications, Windows 10, and Windows 11.  
• Demonstrated experience in coordinating multiple tasks to meet deadlines.
• Ability to exceed customer expectations.
• Ability to adapt to new business practices and respond positively.
• Excellent English, both written and verbal. Ability to speak French is desirable.
• Invoicing and budget coordination desired A+ certification preferred.
• Experience working with Server 2012, 2016, and Server 2019 and 2022.
• Understanding and troubleshooting of basic Network configurations
• Ability to travel within the US, Canada (30