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- Tasks: Provide top-notch IT support to schools and help enhance learning experiences.
- Company: Join RM, a leader in education technology, supporting millions of learners worldwide.
- Benefits: Enjoy competitive salary, hybrid working options, and great health benefits.
- Why this job: Make a real difference in education while building your IT career.
- Qualifications: Customer-focused with problem-solving skills; IT knowledge is a plus.
- Other info: Dynamic team environment with opportunities for personal growth and development.
The predicted salary is between 28800 - 43200 £ per year.
Would you like to help enrich the lives of learners around the world? At RM, we’ve been pioneers of education technology. 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 various 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.
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 including 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 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.
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 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.
Unfortunately, we are unable to offer visa sponsorship for this role.
Support Engineer - London employer: RM plc
Contact Detail:
RM plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer - London
✨Tip Number 1
Network like a pro! Reach out to current employees at RM or similar companies on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common support engineer scenarios. Think about how you'd troubleshoot specific issues and communicate your thought process clearly. Remember, they want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for education technology! During interviews, share why you care about improving learning outcomes and how your skills can contribute to RM's mission. It’s all about connecting your experience with their goals.
✨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. Let’s get you that job!
We think you need these skills to ace Support Engineer - London
Some tips for your application 🫡
Show Your Passion for Education: When writing your application, let us know why you're excited about supporting learners and educators. Share any personal experiences or insights that highlight your commitment to improving education outcomes.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We want to see how your background aligns with our needs, so don’t be shy about showcasing relevant achievements!
Be Clear and Concise: Keep your writing straightforward and to the point. Use clear language to describe your technical skills and problem-solving abilities. Remember, we appreciate good communication, both written and verbal!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and helps us keep track of all applicants efficiently. Plus, it’s super easy!
How to prepare for a job interview at RM plc
✨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 be tech-savvy.
✨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, have a few questions ready about the team dynamics, the tools they use, or their approach to professional development. This shows your interest in the role and helps you gauge if it's the right fit for you.
