Professional Services Engineer

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Overview

Would you like to enrich the lives of learners? 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

The Role

The Professional Services Engineering Function sits within our Implementation & Consultancy Services Division and is responsible for the implementation of end-to-end technical solutions in customer environments and ensuring the correct criteria have been met to deliver from projects into Service. This is a customer facing role and requires the holder to spend a high proportion of their time in a customer environment.

This role will be responsible for delivering all installation services both onsite and remote. Reporting to the Professional Services Manager, the post holder will act as the point of contact for all Installation work.

The job holder will be expected to work independently on their projects with minimal technical input from peers, they should know when to seek guidance and ensure that all processes are adhered to.

Customer Impact

For customers you will be a trusted point of contact through implementation. You will demonstrate RM’s unique understanding of the education environment. At implementation where you will ensure that all technical deliverables have been achieved to a high standard.

Project Impact

At implementation you will be a key member of the project team ensuring consistent technical delivery. You will be responsible for implementing all technical deliverables.

ICS Function Teams

Professional Services Engineers will work with all other parts of the I C S Function: Project Management, Technical Architecture and Service Transition teams to ensure that following implementation the Service operational teams have everything they need with the new service or changed service, and that it has been fully implemented to the required scope.

Responsibilities

Main Responsibilities

• Implementation of all Technical Deliverables
• Maintenance of Technical Implementation documentation
• Keeping Technical skills current
• Continuous improvement – Help grow and strengthen RM Products and Services by providing feedback on implementations.

Implementation

• Work with key external stakeholders to provide reassurance that all technical deliverables will be delivered to a high standard.
• Work with the Project Team to ensure that all technical deliverables have been met. Provide regular updates to the project team on progress.
• Review and accept work instructions from the Technical Architecture Teams.
• Deliver to the defined Technical Acceptance criteria.
• Ensure areas for continuous improvement are identified and acted upon
• Work with the customer to ensure that project acceptance is completed.
• Work with the service transition teams where required to handover the project into the live environment.

Support and Governance

• Provide support to other team members.
• Provide feedback into Professional Services Technical work instructions to ensure.
• Provide peer review and feedback on implementation issues.
• Provide expertise on technical aspects of customer complaints.

Experience

Skills and Experience

You Will Have Proven Experience Of

• Providing installation services in a customer environment
• Managing a customer through change
• Working with a number of different internal stakeholders to deliver Project success.

You Will Demonstrate

• Strong problem-solving and troubleshooting skills.
• Good judgement in making critical technical decisions, escalating, or reviewing with colleagues where appropriate.
• The drive to overcome technical issues and apply an effective diagnostic methodology when troubleshooting.
• Excellent customer communication skills and ability to communicate technical tasks to non-technical people.
• Excellent verbal and written communication
• Strong Communication skills, able to work with various stakeholders and effectively communicate technical knowledge to non-technical audiences.
• Collaborative team working
• Pro-activeness, willingness to take responsibility and mindset for continuous improvement.

You Will Have The Following Skills

• Windows Intune (MDM & MAM)
• Microsoft Endpoint management – Microsoft Intune / Configuration Manager.
• Microsoft M365
• Windows Server 2022, 2019: Active Directory, DNS, GPOs
• Infrastructure (wired and wireless networking), including knowledge of HP Aruba Central
• Backup and Antivirus solutions

You Will Have

• UK Driving licence and flexibility to travel at short notice

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.

Seniority level

• Entry level

Employment type

• Temporary

Job function

• Information Technology

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