IT Support Engineer (Onsite) - Darlington

RM Technology; Darlington; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in education technology seeks an IT Support Engineer to enhance learning experiences through exceptional support. This role involves troubleshooting IT issues for educators and learners, ensuring smooth operations within educational environments. The ideal candidate will thrive in a collaborative atmosphere, utilizing ITIL best practices to deliver top-notch service. With a commitment to flexible working arrangements and a focus on safeguarding, this position offers a chance to make a significant impact in the educational sector. Join a team that values diversity and supports your professional growth.

Benefits

Private Healthcare

Life Assurance

Group Personal Pension Plan

Dental Plans

Health Assessments

Cycle Schemes

Flexible Working Arrangements

Employee Referral Bonuses

Qualifications

• Experience in troubleshooting IT problems and providing user support.
• Knowledge of ITIL best practices and service desk operations.

Responsibilities

• Provide first-class IT support to education users.
• Assist service desk in delivering managed support services.
• Ensure excellent service delivery as a customer-facing representative.

Skills

Desktop & Mobile Devices Support

Peripheral Support

Networking Troubleshooting

Image Build and Deployment

Microsoft 365 Knowledge

CompTIA A+ Equivalent

ITIL Methodology Knowledge

Tools

ServiceNow

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 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

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, central governments, and other professional institutions to enrich the lives of learners.

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 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

Role Overview

The IT Support Engineer plays a vital role in helping teachers teach and learners learn. As part of a team of IT Support Engineers, your role will be to provide first-class support to education users. Working according to ITIL best practices, you will collaborate with the service desk to meet SLA targets, escalate issues when necessary, and ensure customers are kept informed. This role suits someone who enjoys troubleshooting IT problems and supporting users who may not have an IT background.

We offer a competitive salary plus benefits.

Responsibilities

• Be the customer-facing representative of RM, ensuring excellent service delivery.
• Assist the service desk in delivering IT managed support services.
• Provide technical assistance to school-based users and report service issues following service desk policies.

Experience

Ideal candidates will demonstrate:

• Excellent customer focus, problem-solving, and time management skills.
• Strong communication skills, both verbal and written.
• Punctuality and the ability to prioritize workload.
• Ability to diagnose and troubleshoot issues, ask relevant questions, and escalate when needed.
• Ability to work well with remote teams and build strong relationships.

Skills

• Support and maintenance of Desktop & Mobile Devices, including Laptops, Chromebooks, and Tablets.
• Peripheral support such as printing, scanning, interactive screens, projectors, and audio/visual equipment.
• Basic wired and wireless networking troubleshooting.
• Image build and deployment tools for Microsoft and Apple devices.
• Basic operational knowledge of Microsoft 365 and/or Google Workspace.
• Technical knowledge equivalent to CompTIA A+ or similar.
• Knowledge of ITIL methodology and experience with IT service desk systems like ServiceNow is advantageous.

Benefits

At RM, we support flexible working arrangements through My Work Blend @RM, allowing office-based colleagues to work from various locations, including home and customer sites. Discuss your preferences with your potential line manager during recruitment.

RM is committed to safeguarding and promoting the welfare of children. This role is exempt from the Rehabilitation of Offenders Act 1974 and requires DBS checks.

Our benefits include private healthcare, life assurance, a Group Personal Pension Plan with higher contributions, and optional voluntary benefits such as additional leave, dental plans, health assessments, and cycle schemes. You can also earn bonuses through employee referrals.

We value diversity and inclusion and encourage applications from all backgrounds. For support during your application or interview, contact us at [e-mail].

Note: We cannot offer visa sponsorship for this role.