Senior Software Technical Support Specialist

1 day ago


Bellshill, North Lanarkshire, United Kingdom RM Education Limited Full time

About Us


Rm Education Limited, a pioneer in education technology since 1973, provides innovative solutions to the education sector. Our mission is to enrich learners' lives worldwide by delivering customer-centric solutions that improve education outcomes.



Salary and Benefits


We offer a competitive salary of £45,000 - £55,000 per annum, depending on experience. Additionally, our core benefits package 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, which can be used towards additional annual leave, our dental plan, health assessment, or cycle to work scheme.



Job Description


We're seeking an experienced software helpdesk support engineer to join our team. As a Senior Software Technical Support Specialist, you will provide 2nd level software support in our Rm Results business, at the heart of educational assessment. This role involves resolving complex technical issues, restoring failed IT services, and working collaboratively with the team to deliver exceptional customer service.



Key Responsibilities:



  • Provide 2nd level software support in our Rm Results business
  • Resolve complex technical issues and restore failed IT services
  • Collaborate with the team to deliver exceptional customer service
  • Work with multiple proprietary products via multichannel inbound routes


Requirements


To succeed in this role, you should have excellent problem-solving skills, a great focus on customer service, and experience using ServiceNow, Jira, and Anywhere 365 phone systems. ITIL Foundation Certification or ITIL 4 is an advantage, but not essential. You should also be flexible, able to pivot from one task to another when there's an emergency.



What We Offer


In addition to a competitive salary and benefits package, we offer a flexible working environment. You can spend a proportion of your time working at other locations in the UK that suit your role and your life, including home, other offices, customer sites, distribution centres, or on the move. We value diversity and inclusion, committed to building a workforce that reflects the society we serve.



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