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For Companies At a Glance
- Tasks: Provide top-notch IT support to schools and enhance learning experiences.
- Company: Join RM, a pioneer in education technology since 1973.
- Benefits: Enjoy competitive salary, hybrid working options, and great perks.
- Why this job: Make a real difference in education while building your IT career.
- Qualifications: Customer-focused with problem-solving skills and basic IT knowledge.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
Would you like to help enrich the lives of learners around the world?
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 over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).
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
Visit us here to find out more: www.rm.com/education
The IT Support Engineer function has an important role to play in helping teachers to teach and learners to learn. As one of a team of IT Support Engineers your role will be to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not necessarily have IT backgrounds.
We can offer you a competitive salary + Benefits
Responsibilities
Working as part of a wider onsite services IT team, the role provides opportunity for future progression and personal development for self-motivated employees looking to build their career in IT.
Your key 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
Our ideal candidate would demonstrate the following behaviours.
- 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 inc. Printing, Scanning, Interactive Screens, Projectors and Audio/Visual 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.
- A 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?
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.
RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.
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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Senior Support Engineer - London employer: RM Education Limited
Contact Detail:
RM Education Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Support Engineer - London
✨Tip Number 1
Network like a pro! Reach out to your connections in the education tech space, especially those who work at RM or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Since you'll be helping users with tech issues, practice explaining your thought process clearly and concisely. Remember, they want to see how you solve problems!
✨Tip Number 3
Show off your customer service skills! During interviews, share examples of how you've gone above and beyond to help users. This role is all about making sure customers feel supported, so let that shine through.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the RM team and contributing to enriching learners' lives.
We think you need these skills to ace Senior Support Engineer - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Support Engineer role. Highlight relevant experience and skills that match the job description, especially your customer focus and troubleshooting abilities.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about supporting education and how your background makes you a great fit for RM. Keep it concise but impactful!
Showcase Your Communication Skills: Since excellent communication is key in this role, ensure your application reflects your ability to convey information clearly. Use straightforward language and check for any typos or errors before submitting.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at RM Education Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around desktop and mobile devices, networking basics, and ITIL practices. Be ready to discuss your experience with troubleshooting and supporting users who may not have an IT background.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent support, think of examples where you've gone above and beyond for a customer. Highlight your communication skills and how you keep users informed during the troubleshooting process.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations. Practice how you would handle common IT issues or customer complaints. This will show your problem-solving abilities and how you prioritise tasks under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
