Cloud 3rd Line Support Engineer - Education Tech

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

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.