Join to apply for the Helpdesk Engineer - 2nd Line role at RM plc
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes.
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 by exception. 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.
Responsibilities
As Helpdesk Engineer you will work in a growing, fun, and highly regarded helpdesk team, owning customer issues across their entire lifecycle 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.
Experience
We are looking for experienced software helpdesk support engineers. Experience using ServiceNow, Jira and Anywhere 365 phone systems will be an advantage, as will an understanding or working knowledge of 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 & organizing 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 have My Work Blend @RM which provides office‑based colleagues with multi‑location and hybrid working options. 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.
As well as a competitive salary and our core benefits package which 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. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
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, we also want 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 us at recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
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