Senior Support Engineer

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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 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes. 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, central governments and other professional institutions to enrich the lives of learners. RM Group operates through three businesses:
Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources). RM Technology is a market‑leading supplier of ICT products and services to UK schools and colleges to deliver a technology environment that improves learning outcomes and makes the most of IT investment, driving focus through four lines of business:
Managed Services, Software, Hardware and Broadband. Visit us here to find out more:  The IT Support Engineer function has an important role to play in helping teachers to teach and learners to learn. As one of a team of IT Support Engineers your role will be to provide a first‑class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date.

The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not necessarily have IT backgrounds. We can offer you a competitive salary + Benefits.

Working as part of a wider onsite services IT team, the role provides opportunity for future progression and personal development for self‑motivated employees looking to build their career in IT.

• To be the customer face of RM, ensuring our customers receive great service.
• To assist the service desk with the delivery of the IT managed support service.
• Provide school‑based users with technical assistance and report service issues in accordance with the service desk policies.

• Excellent Customer focus, problem solving and time management skills.
• Excellent communication both verbally and written.
• Punctual and able to prioritise own workload.
• Able to diagnose and troubleshoot issues, asking customers relevant questions to get the issue resolved and knowing when to research and when to elevate.
• Able to work well with remote teams and build strong working relationships.

• Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks and Tablets.
• Peripheral Support inc. Printing, Scanning, Interactive Screens, Projectors and Audio/Visual Equipment.
• Basic wired and wireless networking and troubleshooting.
• Image build and deploy tools – Microsoft and Apple devices.
• Basic Operational knowledge of Microsoft 365 and/or Google Workspace.
• Technical knowledge and experience equivalent to CompTIA A+ or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing system e.g. Service Now would be an advantage.

At RM we have My Work Blend @RM which provides office‑based colleagues with multi‑location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS)…