Application Support Engineer

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions:
Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, ALevels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts.

For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Visit our website to find out more :

The role holder will be required to work 38 hours on a shift rota basis; working between the hours of 8am-10pm, including some weekends.

• Application Support – provide 3rd line support for our in house developed applications. This will include resolving incidents escalated by our first- and second-line support teams and where appropriate liaising with our development teams to identify application defects and applying workarounds. The application support role also includes deploying application updates, patches and hotfixes.
• Availability Management - oversee the hosting and platform service to ensure compliance with our availability and performance SLA commitments. This will include ensuring event logs, error logs and alerts are proactively monitored and responded to mitigate the risk of a service issue. In the event of a platform or hosting issue provide technical expertise and leadership to provide the fastest possible recovery of service.
• Continual Service Improvement – Ensure that the tools, products and skills associated with hosting and service delivery are constantly challenged and updated. Research industry best practice and contribute to the CSI programme within Technical Operations team. Represent Technical Operations in other CSI programmes and provide technical assistance and guidance as required.
• Team Support & Knowledge Transfer Drive knowledge development throughout the team to ensure that operational knowledge and skills are spread throughout the team

A UK Application support Engineer will be expected to work closely with internal customers at all levels within the organisation who develop, support or maintain the hosted applications.

The engineer will have a direct impact on RM’s customers through enhanced system performance and reliability. This role does not involve budget or cost management or line management

Essential:

• Demonstrable Customer Service skills, and ability to act as escalation point.
• Time management skills: ability to understand business impact and prioritise tasks accordingly.
• Outstanding interpersonal skills, a highly personable, engaging approach and a strong alignment to RM's core values:
  Customer success, high standards, respect for others, innovation, openness and enjoyment at work.
• Proven problem-solving skills: ability undertake complex root cause…