3rd Line Senior Support Consultant; Glow

Overview

RM Technology provides technology solutions in education. We seek a highly skilled 3rd Line Senior Support Consultant to own the technical resolution of complex, business‑critical incidents. The role involves diagnosing and resolving deep systemic infrastructure anomalies, automating recurring fixes, and elevating the technical capabilities of the support team. You will work with the Operations Manager, support large enterprise customers, manage third‑party suppliers, and collaborate with internal teams to ensure all issues are resolved within contractual service level agreements (SLAs).

• Advanced Escalation Management
  :
  Serve as the final technical authority for complex cloud, identity, and networking issues.
• Incident & Outage Response
  :
  Lead high‑severity incident response, perform root‑cause analysis, and implement permanent fixes.
• Automation & Optimization
  :
  Build scripts to automate routine checks, reduce support toil, and monitor platform health.
• Cross‑Functional Collaboration
  :
  Partner with the Operations Manager to provide transparent updates during critical events.
• Mentorship & Documentation
  :
  Coach junior engineers and author runbooks, standard operating procedures, and knowledge base articles.
• SLA & Compliance Management
  :
  Drive adherence to contractual SLAs, ensuring issues are tracked and closed efficiently.
• Vendor & Third‑Party Liaison
  :
  Act as the primary technical interface with external suppliers to accelerate incident investigations.

• Advanced Escalations
  :
  Resolve high‑priority technical issues in cloud environments.
• Ecosystem Administration
  :
  Configure and manage Microsoft 365 services (Teams, SharePoint, One Drive) and Microsoft Azure infrastructure, and experience scripting in Google Workspace.
• Identity & Access Control
  :
  Manage enterprise identity architectures using Microsoft Entra , conditional access, and Active Directory.
• Security & Compliance
  :
  Implement threat protection layers via Trend Micro.
• Automation & Scripting
  :
  Write and maintain advanced Power Shell scripts and Microsoft Graph API queries.
• Mentorship & Training
  :
  Provide guidance and coaching to Tier 1 and Tier 2 support staff.

Competitive salary and a core benefits package including private medical healthcare, life assurance, and a Group Personal Pension Plan. Voluntary benefits include additional annual leave, a dental plan, health assessment, cycle‑to‑work scheme, and a referral bonus.

RM is committed to safeguarding and promoting children’s welfare and expects all staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974. Successful candidates will be subject to DBS checks and other relevant employment checks.

We do not offer visa sponsorship for this role.