Support Engineer - Sunderland

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 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 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.

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.

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.

Unfortunately, we are unable to offer visa sponsorship for this role.