Snr Support Engineer - East Hampshire

TN United Kingdom; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Engineer to enhance educational experiences for learners. This role involves delivering exceptional support to teachers and students, ensuring smooth IT operations in schools. You'll work collaboratively within a dynamic IT team, focusing on troubleshooting and problem resolution. The company values personal development and offers a competitive salary alongside various benefits, creating a supportive and inclusive work environment. If you're passionate about technology and education, this opportunity is perfect for you.

Benefits

Private Medical Healthcare

Life Assurance

Pension Plan

Performance Bonuses

Extra Leave

Dental Plans

Health Assessments

Cycle Schemes

Qualifications

• Demonstrated customer focus and problem-solving skills.
• Strong communication and time management abilities.

Responsibilities

• Provide first-class IT support to educational users.
• Assist service desk with IT support services.

Skills

Customer Focus

Problem Solving

Time Management

Communication Skills

Troubleshooting

Basic Networking

Image Deployment

Microsoft and/or Google Workspace

Education

CompTIA A+ or similar

Tools

ServiceNow

Job description

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Client:

RM plc

Location:

West Sussex, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

a505b58cafbc

Job Views:

16

Posted:

01.05.2025

Expiry Date:

15.06.2025

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Job Description:

Overview
Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology since [year]. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in various countries to deliver customer-centric solutions that improve education outcomes worldwide. Our work supports learners at all stages of their lives, from preschool to higher education and professional qualifications. We partner with schools, examination boards, central governments, and other professional institutions to enrich learners' lives.

The opportunity
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 educational 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. The role is suitable for someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not have IT backgrounds.

Responsibilities
Working within a wider onsite IT services 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:

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

Experience
The ideal candidate will demonstrate:

• Excellent customer focus, problem-solving, and time management skills.
• Strong communication skills, both verbal and written.
• Punctuality and ability to prioritize workload.
• Problem diagnosis and troubleshooting skills, with appropriate escalation.
• Ability to work well with remote teams and build strong relationships.

Skills
Maintenance and support of desktops and mobile devices, peripheral support, basic networking, image deployment, and operational knowledge of Microsoft and/or Google Workspace. Technical knowledge equivalent to CompTIA A+ or similar, and familiarity with ITIL and ticketing systems like ServiceNow, are advantages.

What’s in it for you?
Competitive salary, private medical healthcare, life assurance, pension plan, performance bonuses, and voluntary benefits like extra leave, dental plans, health assessments, and cycle schemes. RM values diversity and inclusion, creating a welcoming environment and supporting applicants with additional needs. The role requires DBS checks and cannot offer sponsorship.