Senior Support Engineer - Bromley

RM Education Limited; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

RM Education Limited seeks an IT Support Engineer in London to provide exemplary support to educational users. This role involves troubleshooting issues, assisting the service desk, and ensuring superior customer service. The company promotes career growth in a supportive environment while offering flexible work arrangements and an attractive benefits package.

Benefits

Private medical healthcare

Life assurance

Group Personal Pension Plan

Performance bonuses

Extra leave

Dental plans

Health assessments

Cycle schemes

Referral bonuses

Qualifications

• Excellent customer focus and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to diagnose and troubleshoot IT issues.

Responsibilities

• Provide technical assistance to school-based users.
• Assist the service desk with IT managed support delivery.
• Ensure excellent service as the customer face of RM.

Skills

Customer focus

Problem-solving

Communication

Time management

Technical troubleshooting

Education

CompTIA A+ or similar

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

The IT Support Engineer role is vital in helping teachers teach and learners learn. As part of a team of IT Support Engineers, you will provide first-class support to education users. Working with ITIL best practices, you'll collaborate with the service desk to meet SLA targets, escalate issues appropriately, and keep customers informed. This role suits someone who enjoys solving IT problems through excellent troubleshooting and supporting users without necessarily having an IT background.

We offer a competitive salary plus benefits.

Responsibilities

Working within the onsite services IT team, this role offers opportunities for career progression and personal development for self-motivated individuals seeking to build a career in IT.

Your key responsibilities include:

• Being the customer face of RM, ensuring excellent service.
• Assisting the service desk with IT managed support delivery.
• Providing technical assistance to school-based users and reporting service issues per policies.

Experience

Our ideal candidate demonstrates:

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

Skills

• Support of Desktop & Mobile Devices (Laptops, Chromebooks, Tablets).
• Peripheral support (Printing, Scanning, Interactive Screens, Projectors, Audio/Visual).
• Basic wired and wireless networking troubleshooting.
• Image build and deployment (Microsoft and Apple).
• Basic knowledge of Microsoft 365 and/or Google Workspace.
• Technical knowledge equivalent to CompTIA A+ or similar.
• Knowledge of ITIL and experience with service desk ticketing systems like ServiceNow is a plus.

What's in it for you?

At RM, our My Work Blend @RM program offers flexible working options, including hybrid work arrangements across multiple locations, including home, offices, customer sites, and on the move. Discuss your preferences with your potential manager during recruitment.

RM is committed to safeguarding children and promoting welfare. This role is exempt from the Rehabilitation of Offenders Act 1974; successful candidates will undergo DBS checks and other employment screening.

We offer a competitive salary, private medical healthcare, life assurance, a Group Personal Pension Plan with higher contributions, and potential performance bonuses. Additional voluntary benefits include extra leave, dental plans, health assessments, cycle schemes, and referral bonuses.

We value diversity and inclusion, creating teams from varied backgrounds and experiences. If you need support during your application or interview, contact us at [e-mail].

Note: We cannot sponsor visas for this role.