Cloud 3rd Line Support Consultant (Glow)

RM Education; Bellshill; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private medical healthcare

Life assurance

Group Personal Pension Plan

Cycle to work scheme

Job summary

RM Education in the UK is seeking a 3rd line IT Support Engineer to join the Glow Cloud Support Team. You will deliver high-quality, customer-focused support to education users, working to SLA targets and collaborating with remote teams to resolve incidents.

The role requires solid troubleshooting skills, ITIL experience, and the ability to communicate effectively with non-technical users. A competitive salary and benefits package is offered.

Qualifications

• Excellent customer focus and problem-solving skills.
• Strong troubleshooting ability and clear communication.
• Experience with ITIL and service desk environments.

Responsibilities

• Provide effective, customer-focused progression and resolution for incidents.
• Follow standard processes and manage customer expectations.
• Identify trends and diagnose issues, with proactive communication.
• Understand systems' structure to support RM Unify and IT services.
• Take ownership of technical tasks and project activities.
• Continuously improve personal technical knowledge.

Skills

GSuite

RM Unify

Office 365

ITIL knowledge

Troubleshooting

Education

CompTIA A+ or equivalent

Tools

ServiceNow

CompTIA+ or equivalent

Job description

Overview

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 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, driving focus through four lines of business: Managed Services, Software, Hardware and Broadband

Visit us here to find out more: www.rm.com/education

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.

We can offer you a competitive salary + Benefits

Responsibilities

We are looking for an ambitious 3rd line Support Engineer with solid technical support experience to join the Glow Cloud Support Team. The candidate will demonstrate consistently high quality, can meet work-load targets, and can ensure the delivery of high levels of customer service and satisfaction.

What does the job entail?

The duties of a 3rd Line Support Engineer are wide ranging, but ultimately involves.

• Provide effective, customer focussed progression, ownership and resolution for incidents logged.
• Ability to follow standard working practice and processes, setting appropriate customer expectations.
• Effective identification of trends, with proactive articulation issue definition and diagnostic assessment.
• To understand the systems that are essential to the service - become intimately familiar with the structure and operation of each of these systems and using this knowledge to help resolve issues facing Unify customers and/or generating Service Desk demand.
• Ownership and timely delivery of technical tasks and/or project activates assigned.
• Continually and proactively increasing personal technical knowledge and diagnostics skills - using these skills to help support the ongoing development of the team.

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 escalat
• Able to work well with remote teams and build strong working relationships.

Skills

• GSuite (Classroom, Drive, Meet etc)
• RM Unify (User provisioning, user management, app management, etc)
• Office 365 (O365mail, Teams, SharePoint, etc)
• Knowledge of Microsoft 365 and/or Google Workspace
• Technical knowledge and experience equivalent to CompTIAA+or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing systeme.g.ServiceNow would be an advantage.

What's in it for you?

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. 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.

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.

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