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About the Role
The IT Support Engineer provides first-class support to education users, working collaboratively with the service desk to meet contractual SLA targets. This role suits individuals who enjoy solving IT problems and supporting users with varying levels of IT expertise.
Responsibilities
- Act as the customer-facing representative of RM, ensuring excellent customer service.
- Support the service desk in delivering the IT managed support service.
- Provide technical assistance to school-based users and report service issues according to service desk policies.
- Understand the importance of safeguarding in education and share responsibility for safeguarding with other staff members.
Requirements
- Excellent customer focus, problem-solving, and time management skills.
- Strong verbal and written communication abilities.
- Punctual with the ability to prioritize workload.
- Proficient in diagnosing and troubleshooting issues, asking relevant customer questions, and knowing when to research or escalate.
- Ability to collaborate effectively with remote teams and build strong working relationships.
- Must be subject to Disclosure and Barring Service (DBS) checks and other relevant employment checks.
- Unable to offer visa sponsorship for this role.
Skills
- Maintenance and support of Desktop & Mobile Devices (Laptops, Chromebooks, Tablets).
- Peripheral Support (Printing, Scanning, Interactive Screens, Projectors, Audio/Visual Equipment).
- Basic wired and wireless networking and troubleshooting.
- Image build and deploy tools for Microsoft and Apple devices.
- Basic operational knowledge of Microsoft 365 and/or Google Workspace.
- Technical knowledge and experience equivalent to CompTIA A+ or similar.
- Working knowledge of ITIL methodology and use of IT service desk ticketing systems (e.g., ServiceNow) is advantageous.
Location
- School-based
Work Type
- Hybrid working options available
- Office-based
- Remote working options available
Experience Level
- Entry level
- Early career
Salary/Compensations
- Competitive salary
Benefits
- Private medical healthcare
- Life assurance
- Group Personal Pension Plan
- Performance-related bonus (potential)
- Buy additional annual leave
- Dental plan
- Health assessment
- Cycle to work scheme
- Referral bonus
About the Company
- RM has been a pioneer in education technology since 1973, providing technology and resources to the education sector.
- Supports over 10 million students worldwide and works with over 28,000 schools, nurseries, and education trusts in 115 countries.
- RM Group operates through two businesses: Technology (Managed Services, Software and Infrastructure for Schools) and Assessment (Software and Services).
- RM Technology is a market-leading supplier of ICT products and services to UK schools and colleges.
- Committed to safeguarding and promoting the welfare of children.
Equal Opportunity
- Committed to building a diverse workforce and creating an inclusive and welcoming environment for all.
- Strives to be a business where people can bring their whole selves to work.
- Aims to make the recruitment process as inclusive as possible for everyone.
- Should you require additional support with your application or through the interview process, please contact recruitment@rm.com.