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Salary Overview:
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.
At RM Technology, you’ll have the chance to build a career supporting and empowering our future generation. Join us to build an exceptional experience for yourself, and a better learning environment for young people.
The opportunity Responsibilities:
Your key responsibilities:
IT Skills (preferrable but not essential as training will be provided)
What’s in it for you?
There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
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) checks along with other relevant employment checks.
At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
About RM
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.
At RM Technology, you’ll have the chance to build a career supporting and empowering our future generation. Join us to build an exceptional experience for yourself, and a better learning environment for young people.
The opportunity
The Senior IT Support Engineer function has an important role to play in helping teachers to teach and learners to learn. As the senior member 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.
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.
Your key responsibilities:
- 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.
- Prioritising workloads to maintain service levels and service KPI's inline with the contract.
- Act as a conduit between the service delivery teams and the customer ensuring all parties are efficiently kept up to date.
- Be responsible for the customer experience owning day to day relationships with schools and handling issues and complaints to successful resolution, in accordance with contractual requirements.
- Support the strategic planning of IT provision in the school.
- Take a lead role in the Change Control Process reviewing proposed changes and assessing potential risk.
- Working with all stakeholders, take the local lead in overseeing IT related projects. Where appropriate engage with project coordination/design teams to ensure effective planning and delivery.
- Act as customer liaison in the Change Advisory Board and contribute improvements to the central team.
- Manage smaller service-associated projects including hardware
- Provide technical mentoring to the Onsite IT Support Team where appropriate.
- Coordinate the task management of the local onsite IT support team, in accordance with contractual requirements
Our ideal candidate would demonstrate the following behaviours.
- Excellent Customer focused, 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 escalate.
- Effective management & prioritisation of personal and team workload.
- Confident customer engagement and the ability to deal with difficult conflicting situations.
- Planning and organising including efficient use of time and systems to achieve service level agreements and within customer expectations.
- Ability to work well under pressure and adapt to change quickly in a fast-paced environment.
IT Skills (preferrable but not essential as training will be provided)
- ITIL Foundation and Comptia A+
- Use of IT service desk ticketing system g. ServiceNow
- Maintenance and Support of Desktop & Mobile Devices inc. Laptops, and Tablets.
- Peripheral Support inc. Printing, Scanning, Web Cams, Interactive Screens, Projectors and Audio\Visual Equipment.
- Apple Product Support & Maintenance iPads/iOS & Profile Manager
- Microsoft Products inc Windows 10/11, Windows Server 2012r2-2019.
- Image deployment tools inc. SCCM & Intune.
- Cloud Platforms inc. Microsoft O365 inc. Office Applications, Teams, OneDrive, Sharepoint
- Server Infrastructure & Technologies, Virtualisation inc. Hyper-V\VMWare Technologies, SAN & UPS
- Wired and Wireless Network Technologies and Concepts for HP Aruba, Cisco.
- Mobile Device Management Solutions - Lightspeed, Meraki, Securly.
- Backup Systems, Microsoft Azure, Veeam, Veritas Backup Exec
- Anti-Virus Software Administration and Management, Trend, Sophos, Windows, SCEP.
- Awareness of MIS Solutions
What’s in it for you?
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus.
There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
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) checks along with other relevant employment checks.
At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
