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Technical Support Engineer - Canterbury, London
Client: RM plc
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 58b918a645c0
Job Views: 5
Posted: 29.05.2025
Expiry Date: 13.07.2025
Job Description:
Overview
Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology since [year]. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in various countries to deliver customer-centric solutions that improve education outcomes worldwide. Our work benefits learners at all stages of their lives, from preschool to higher education and professional qualifications. We partner with schools, examination boards, central governments, and other professional institutions to enrich learners' lives.
The opportunity
The IT Support Engineer plays a crucial role in helping teachers teach and learners learn. As part of a team of IT Support Engineers, your role will be to provide first-class support to education users. Working to ITIL best practices, you will collaborate with the service desk to meet SLA targets, escalating issues when necessary while keeping customers informed. This role suits someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not have an IT background. We offer a competitive salary + benefits. Closing date for applications: 22nd July.
Responsibilities
Working as part of a wider onsite IT team, this role offers opportunities for progression and personal development for self-motivated individuals aiming to build their IT careers. Your key responsibilities include:
* Being the customer face of RM, ensuring excellent service delivery.
* Assisting the service desk in delivering IT managed support services.
* Providing technical assistance to school-based users and reporting service issues according to support policies.
Experience & Skills
The ideal candidate will demonstrate:
* Excellent customer focus, problem-solving, and time management skills.
* Strong verbal and written communication skills.
* Punctuality and ability to prioritize workload.
* Ability to diagnose and troubleshoot issues, ask relevant questions, and escalate when needed.
* Ability to work well with remote teams and build strong relationships.
* Experience with maintenance/support of desktops and mobile devices (Laptops, Chromebooks, Tablets).
* Support for peripherals like printers, scanners, interactive screens, projectors, and A/V equipment.
* Basic wired and wireless networking troubleshooting.
* Image build and deployment for Microsoft and Apple devices.
* Basic operational knowledge of Microsoft and/or Google Workspace.
* Technical knowledge equivalent to CompTIA A+ or similar.
* Knowledge of ITIL methodology and experience with IT service desk tools like ServiceNow is a plus.
What’s in it for you?
RM is committed to safeguarding and promoting the welfare of children. All staff are subject to DBS checks and other employment verifications. Benefits include private medical healthcare, life assurance, a Group Personal Pension Plan with higher contributions, and optional voluntary benefits like additional leave, dental plans, health assessments, and cycle-to-work schemes. Successful referrals can earn bonuses. RM values diversity and strives to create an inclusive environment. For additional support during the application or interview process, contact us at [contact info]. Sponsorship for this role is not available.
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