Role Overview
The Specialist, Test Center Support (Level 2) provides advanced technical and operational support for Pearson Professional Centers (PPCs) and VUE contracted test centers worldwide. This role analyzes production software, hardware, Cloud Computing Technology (CCT), and VUE application issues; documents defects and operational findings; supports software deployments and validation activities; and acts as an escalation resource for Advanced Associate, Test Center Support (Level 1). The position also contributes to minimum hardware standards, test delivery readiness, peripheral validation, support tooling, and internal projects that improve exam delivery reliability and operational effectiveness.
What You Will Do
Working closely with Senior Network Analysts, Test Center Administrators, Level 3 Test Center Technical Support, PPC Operations staff, Regional Managers, Development Analysts, and System Design Architects, the Specialist, Test Center Support helps maintain stability across global test delivery environments. The role reduces operational risk by proactively monitoring systems, identifying recurring or emerging issues, coordinating escalations, supporting defect resolution, and helping ensure that test centers meet software, hardware, and peripheral requirements for reliable exam delivery.
What You Need
- Bachelor's degree in a technical field, or equivalent professional experience.
- Minimum of 3 years of experience in a second-tier technical support role.
- Experience supporting Windows environments, including Windows 10 and Windows 11.
- Familiarity with Windows Server 2019, 2022 and 2025 environments.
- Advanced knowledge of Active Directory, DNS, DHCP, and Group Policy.
- Advanced knowledge of the OSI model, TCP/IP protocols, and networking standards.
- Experience with routing and subnetting concepts and network standards.
- Strong, in-depth knowledge of VUE applications.
Preferred Qualifications
- MCSE, CCNA, or Network+ certification.
- Experience working with Altiris.
- Experience with scripting languages and automation tools, including VBScript, PowerShell, and Python.
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Skills and Competencies
- Strong problem-solving, troubleshooting, and analytical skills.
- Excellent written and verbal communication skills.
- Strong time management and multitasking skills.
- Strong interpersonal and customer service skills.
- Ability to remain calm and effective in high-pressure situations.
- Ability to work independently and collaboratively in a team environment.
- Demonstrated ability to manage work effectively, resolve issues, adapt quickly, share information, and show initiative and commitment.
Operations and Technical Support
- Analyze software issues to determine whether they are defects, operational incidents, or environment-related problems. Record findings in ClearQuest defects and provide logs, result files, system information, and screenshots to Development for root-cause analysis and resolution planning.
- Research operational issues, gather supporting data, and determine whether problems are related to systems, test publishing, test center environments, or databases. Engage the appropriate resources to resolve or escalate issues efficiently.
- Coordinate and implement software deployments to VUE test centers. Monitor software performance, document issues in the defect system, escalate to the appropriate business unit when required, remotely update test center software, perform track validation, and coordinate site VTS updates for CCT environments.
- Work with the Test Center Technical Support Manager to maintain minimum hardware specification documents required to deliver exams on the VTS platform, including requirements for company-owned test centers, third-party test centers, and IBT deliveries.
- Collaborate with vendors and internal business units to define specifications for required hardware peripherals, including signature pads, web cameras, scanners, and other test center devices. Perform validation testing for new or substituted peripheral models.
- Evaluate new technologies and software releases to assess their impact across test center environments. Partner with Development to define tools and reports that support new technologies and improve operational visibility.
Escalation, Documentation, and Regional Support
- Create process and technical documentation to support Advanced Associate, Test Center Support training and day-to-day support activities. Publish documentation to the VSS Teams site or VSS knowledge base, as appropriate.
- Act as an escalation point for Advanced Associate, Test Center Support, Test Center Technical Support Managers, and regional Specialist, Test Center Support staff. Participate in weekly technical calls with regional teams to share updates, resolve issues, and align support practices.
- Evaluate and research incidents identified by Advanced Associate, Test Center Support, especially issues encountered during exam delivery that remain unresolved after the delivery event is complete.
Other Duties:
Performs other related duties as assigned.