Service Desk Engineer

Overview

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 20 million students and improving educational outcomes worldwide.

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, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we’re a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.

Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

Visit us here to find out more: www.rm.com/education

Responsibilities

Provide a single point of contact for all in scope end user Software support requests.

• Resolving technical issues across a range of channels including telephone, live chat or selfservice.
• Prioritising, progressing, and monitoring incidents and requests to ensure they are resolved within the agreed service levels.
• Maintaining and filling knowledge gaps by the creation and identification of knowledge articles.
• Initiating the major incident process.
• Proactive identification of problems.
• Identification of automation and efficiency opportunities.

Supporting the Service Management Team with escalations.

Experience

You will have proven experience of:

• Working as part of a team within an ITIL aligned environment resolving technical incidents and providing support and advice across a broad range of mission critical technologies.

Supporting and troubleshoot complex issues on some (or all) of the following :

• Microsoft 365 (essential)
• Google Workspace
• Microsoft Windows Server environments (essential)
• Broadband Support Minimum 1 years experience (advantageous)
• RM Connect Networks (advantageous)
• Enterprise back-up solutions such as Veeam or Redstor (advantageous)
• Writing and maintaining knowledge articles to support customer self-service and the wider Service Desk.
• Engaging in continual service improvement activities to improve outcomes for customers and the business.

You will be:

• A confident and self-motivated individual who enjoys collaborating with colleagues of all levels from teams in the UK and India.
• A calm and methodical problem solver able to confidently navigate customers through the most challenging issues with empathy.
• Tenacious and dedicated to issue resolution from start to finish.
• Motivated by, and aligned to, our core values and our mission to harness technology to improve the learning environment for all.

You will have:

• Excellent technical skills which may be evidenced through relevant, formal, certification in relevant areas.
• Technical curiosity and a personal drive to continue to develop and hone your technical skills and knowledge across a range of new and emerging technologies.
• The ability to communicate clearly and succinctly whether written or verbal.

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.

RMis 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
• Group Personal Pension Plan with higher contribution levels available
• additional annual leave
• dental plan
• health assessment
• cycle to work scheme
• bonus for successfully recommending a friend or family member for a position within RM
• competitive salary

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.