2nd Line Helpdesk Engineer

Found in: Talent UK C2 - 2 weeks ago

Bellshill, United Kingdom RM plc Full time

Overview

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.

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.

As Helpdesk Engineer for RM Assessment you will work in a growing, fun, and highly regarded helpdesk team, owning customer issues across their entire life-cycle through to resolution. You will work closely with our Service Consultants, Technical Operations and Development teams and will be involved in project work to constantly evolve and improve the service we provide. You will achieve a competitive salary plus an extensive range of employee benefits including 25 days leave per annum. All engineers joining the team will start on 1st line support for one of our flagship e-assessment software products, following a period of training and mentoring. Candidates who excel will then be empowered to step up into a 2nd line focused role. If you are directly applying for a 2nd line role then you will still take part in first line for initial training period to better understand what 2nd line will need to support 1st line with.

As the helpdesk operates 24x7 365 days a year, flexibility to work shift patterns across a 24x7 rota will be important.

Responsibilities

We’re on the lookout for a Helpdesk Engineer (FT, Perm) to join our team. This role can be pursued from any of our 3 UK offices (London, Abingdon and Bellshill) or can be carried out remotely. The role is working as part of a 24/7 team, with shift working, and an explicit expectation that you will work a regularly rotating shift pattern across a 24/7 shift cycle.

We use ServiceNow and Jira so experience with those systems is an advantage, tickets come in via telephone, email and online support portals, and as well as managing tickets, we manage continual service improvement work, provide training to internal and external stakeholders, support the Assessment Services Management and Project Management teams with on-boarding new customers, and support our 3rd line colleagues in the TechOps and Dev teams. We have well established career development pathways into the 3rd line support team, Dev, Solution/Service Architects and over into Assessment Services and Customer Relationship Teams, and pride ourself on retaining and developing talented engineers into careers across the wider business.

2nd Level Support (“2nd Line”)

2nd Line Engineers are one of the first points of contact for all inbound HD methods and manage initial responses and escalations. 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g., from software or hardware manufacturers. The aim is to restore a failed IT Service as quickly as possible. This may include resolution OR workaround for new issues which require more complex technical knowledge or product access. If an incident is a P1 OR is a recurring root cause of incidents, 2nd Level Support will evaluate and initiate handover to Problem Management If no solution can be found, the 2nd Level Support passes on the Incident to Third Line.

Experience

What are we looking for?

We are looking for experienced software help-desk support engineers, although candidates from a hardware focused background will be considered. Experience using ServiceNow, Jira and Anywhere 365 phone systems will be an advantage, as will ITIL Foundation Certification or ITIL 4. You should have experience of working in a software support role, ideally supporting multiple proprietary products, via multichannel inbound routes. You'll need to be an excellent communicator in both written and verbal forms, and to be an enthusiastic learner with a can-do attitude. We value out of the box thinking, and are committed to recruiting diverse candidates. 

Question Askers- can you spot problems, and suggest different approaches? Problem solvers- do you find solutions? Out of the box thinking- do you always have original ideas? Excellent communication skills- can you explain tech to anyone? Team player- we’re a close team, and we make room for everyone Sound planning & organising skills – we juggle a lot Proactive and independent workers- do you work well under your own steam? Pride in your work- we’re proud of what we do, we want you to be too Flexibility- can you pivot from one task to another when there’s an emergency?

What’s in it for you?  

At RM we recently introduced My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. 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. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

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