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Technical Support Engineer

1 month ago

London, Greater London, United Kingdom RM Education Full time

About RM
At RM, we dedicate ourselves to providing technology and resources to the education sector, offering support to schools, teachers, and learners with the ultimate aim of enhancing education outcomes globally. Our sphere of influence extends across all educational levels, from early childhood education to advanced academic and professional qualifications. Our clientele includes educational institutions, examination boards, governmental bodies, and various professional organizations. At RM, our core mission is to enhance the educational experiences of learners around the world.

To truly represent the diverse communities we serve, we are staunchly committed to fostering a workforce that embraces diversity and cultivates an inclusive and welcoming environment for all. Our endeavor involves forming teams composed of skilled individuals from varied backgrounds and experiences, striving to establish a workplace where everyone can bring their authentic selves.

At RM Technology, you have the opportunity to carve out a career dedicated to supporting and empowering the future generation. Come on board to craft an outstanding journey for yourself while contributing to a more conducive learning environment for young individuals.

The Opportunity

The IT Support Engineer role carries significant weight in facilitating teaching for educators and learning for students. As a member of the IT Support Engineers team, you will be pivotal in delivering top-notch support to users in the education sector. Following ITIL best practices, your focus will be on working cooperatively with the service desk to meet agreed-upon SLA targets, escalating issues when necessary while ensuring continuous communication with customers. This role is ideal for those who find satisfaction in problem-solving through effective troubleshooting, particularly for users with limited IT knowledge.

We offer a **competitive salary + benefits**.

Responsibilities

Being part of a larger onsite IT services team opens up avenues for future growth and personal development for motivated individuals eager to advance in the field of IT.

Your primary responsibilities include:

  • To be the face of RM to customers, ensuring exceptional service delivery.
  • Collaborating with the service desk to provide managed IT support service.
  • Offering technical assistance to users within educational settings and reporting service issues per service desk protocols.

Experience

  • Demonstrating the following traits is what we look for in our ideal candidate:
  • Strong customer focus, adept at problem-solving and time management.
  • Excellent verbal and written communication skills.
  • Punctuality and efficient management of workload priorities.
  • Proficiency in diagnosing and troubleshooting issues, engaging users effectively to resolve concerns promptly and discerning when to seek further information or escalate matters.
  • Ability to collaborate effectively with remote teams and foster robust work relationships.

Skills

  • Maintenance and support of Desktop & Mobile Devices, encompassing Laptops, Chromebooks, and Tablets.
  • Peripheral Support including Printing, Scanning, Interactive Screens, Projectors, and Audio/Visual Equipment.
  • Basic wired and wireless networking and troubleshooting skills.
  • Proficiency in image build and deploy tools for Microsoft and Apple devices.
  • Foundational knowledge of Microsoft 365 and/or Google Workspace.
  • Technical proficiency equivalent to CompTIA A+ or similar certifications.
  • Familiarity with ITIL methodology and experience in utilizing IT service desk ticketing systems such as ServiceNow is advantageous.

What's in it for you?

Aside from a competitive salary and our standard benefits package, inclusive of private medical healthcare, life assurance, and a Group Personal Pension Plan with enhanced contribution options, some roles qualify for performance-based bonuses.

We also offer numerous additional voluntary benefits. You may opt for extra annual leave, enroll in our dental plan, undergo a health assessment, or participate in our cycle-to-work scheme. Furthermore, you have the chance to earn a bonus for successfully referring a friend or family member to a position within RM.

RM prioritizes the safeguarding and promotion of children's welfare and expects all staff, whether permanent or temporary, to uphold this commitment. This role falls outside the scope of the Rehabilitation of Offenders Act 1974, and all successful applicants will undergo Disclosure and Barring Service (DBS) checks and other relevant employment screenings.

At RM, we are dedicated to ensuring that our recruitment process is as inclusive as possible. If you require additional assistance with your application or during the interview process, please reach out to us.

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