Overview
Would you like to help enrich the lives of learners around the world?
RM Technology is a market-leading supplier of ICT products and services to UK schools and colleges to deliver a technology environment that improves learning outcomes and makes the most of IT investment, driving focus through four lines of business: Managed Services, Software, Hardware and Broadband. RM Group operates through Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources). RM Technology is part of RM Education, supporting education sectors worldwide.
The IT Support Engineer functions to provide a first-class level of support to education users, working to ITIL best practices. You will strive to collaborate with the service desk to meet contractual SLA targets, escalating where appropriate while ensuring customers are kept up to date. The role suits someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not have IT backgrounds.
This role is based in Bromley and offers a competitive salary plus benefits.
Responsibilities
* To be the customer face of RM, ensuring our customers receive great service.
* 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.
Experience
* Excellent customer focus, 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.
* Able to work well with remote teams and build strong working relationships.
Skills
* Maintenance and support of Desktop & Mobile Devices including laptops, Chromebooks and tablets.
* Peripheral support including printing, scanning, interactive screens, projectors and AV equipment.
* Basic wired and wireless networking and troubleshooting.
* Image build and deploy tools – 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 system (e.g., ServiceNow) would be an advantage.
What’s in it for you?
RM offers My Work Blend @RM with multi-location and hybrid working options, including time spent at other locations that suit your role and life, such as home, other offices, customer sites, distribution centres or on the move. Discuss arrangements with your potential line manager during the recruitment process.
RM is committed to safeguarding and promoting the welfare of children. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to DBS checks and other employment checks.
In addition to a competitive salary, core benefits include private medical healthcare, life assurance and a Group Personal Pension Plan with enhanced contributions. Some roles may be eligible for a performance-related bonus and other voluntary benefits, such as additional annual leave, dental plan, health assessment, cycle to work, or referral bonuses.
We are committed to building a diverse and inclusive workforce. If you require additional support with your application or during the interview process, please contact us at recruitment@rm.com.
Visa sponsorship is not available for this role.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
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