Technical Support Engineer - Canterbury

TN United Kingdom; London; On-site; GBP 25,000 - 45,000; Full time

Job description

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Technical Support Engineer - Canterbury, London

Client:

RM plc

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

58b918a645c0

Job Views:

3

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Overview: Do you want to help enrich the lives of learners worldwide? At RM, we’ve been pioneers of education technology. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with schools, nurseries, and education trusts to deliver customer-centric solutions that improve education outcomes worldwide. The IT Support Engineer function plays an important role in helping teachers to teach and learners to learn. As part 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 while 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 have IT backgrounds. We can offer you a competitive salary + Benefits. Closing date for applications: 22nd July.

Responsibilities:

1. To be the customer face of RM, ensuring our customers receive great service.
2. To assist the service desk with the delivery of the IT managed support service.
3. Provide school-based users with technical assistance and report service issues in accordance with the service desk policies.

Experience:

Our ideal candidate would demonstrate the following behaviours:

1. Excellent customer focus, problem-solving, and time management skills.
2. Excellent communication both verbally and in writing.
3. Punctual and able to prioritise own workload.
4. Able to diagnose and troubleshoot issues, asking customers relevant questions to get the issue resolved and knowing when to research and when to escalate.
5. Able to work well with remote teams and build strong working relationships.

Skills:

1. Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks, and Tablets.
2. Peripheral support including Printing, Scanning, Interactive Screens, Projectors, and Audio/Visual Equipment.
3. Basic wired and wireless networking and troubleshooting.
4. Image build and deploy tools – Microsoft and Apple devices.
5. Basic operational knowledge of Microsoft and/or Google Workspace.
6. Technical knowledge and experience equivalent to CompTIA A+ or similar.
7. A working knowledge of ITIL methodology and use of IT service desk ticketing system e.g. ServiceNow would be an advantage.

What’s in it for you?

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 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks. As well as 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, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign 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. To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us. Unfortunately, we are unable to offer sponsorship for this role.