Support Engineer - London

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 over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes.

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.

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.
• Have an understanding of the importance of safeguarding in education and take responsibility for safeguarding alongside other members of staff.

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 elevate.
• 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+ or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing system e.g. ServiceNow would be an advantage.

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.

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.