Overview

Join to apply for the Senior Support Engineer - Bromley role at RM plc.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) 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, driving focus through four lines of business: Managed Services, Software, Hardware and Broadband. RM has been a pioneer of education technology since 1973, supporting over 10 million students worldwide and working 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 plays an important role in helping teachers to teach and learners to learn. As part of a team of IT Support Engineers, you will provide a first-class level of support to education users. Working to ITIL best practices, you will collaborate with the service desk to meet contractual SLA targets, escalating where appropriate while keeping the customer up to date. The role suits someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not have IT backgrounds.

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.

Experience

• 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 365 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.

What’s in it for you?

RM offers My Work Blend @RM with office-based and hybrid working options. You can work at multiple locations and, depending on the role, time at home or other sites. Discuss arrangements with your potential line manager during recruitment.

RM is committed to safeguarding and promoting the welfare of children and requires all staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974; successful candidates will be subject to DBS checks and other relevant employment checks.

In addition to a competitive salary and core benefits package (private medical healthcare, life assurance and a Group Personal Pension Plan with employer contributions), some roles are eligible for a performance-related bonus. Benefits may include additional annual leave, dental plan, health assessments, cycle to work scheme, and referral bonuses.

RM is committed to building a diverse, inclusive workforce. If you require additional support with your application or during the interview process, please contact recruitment@rm.com. Visa sponsorship is not offered for this role.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Industries: IT Services and IT Consulting