Senior 2nd Line Glow Support Engineer

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 20 million students and improving educational outcomes worldwide.

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, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through two divisions: Assessment (digital assessment and marking solutions) and Technology (managed services, hardware, and software for schools).

RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we’re a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.

Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

Visit us here to find out more: www.rm.com/education

We are looking for a Senior 2rd line Support Engineer with solid technical support experience to join the Glow Cloud Support Team. The candidate will demonstrate consistently high quality, can meet work-load targets, and can ensure the delivery of high levels of customer service and satisfaction.

We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.

Responsibilities

The duties of a 2rd Line Support Engineer are wide ranging, but ultimately involves.

• Provide effective, customer focussed progression, ownership and resolution for incidents logged.
• Ability to follow standard working practice and processes, setting appropriate customer expectations.
• Effective identification of trends, with proactive articulation issue definition and diagnostic assessment.
• To understand the systems that are essential to the service - become intimately familiar with the structure and operation of each of these systems and using this knowledge to help resolve issues facing Unify customers and/or generating Service Desk demand.
• Ownership and timely delivery of technical tasks and/or project activates assigned.
• Continually and proactively increasing personal technical knowledge and diagnostics skills - using these skills to help support the ongoing development of the team.

Experience

What are we looking for?

As the right candidate for the role of Senior 2nd line Support Engineer, you will have some of the following:

• Demonstrable technical understanding covering all or some of the following key areas:
  • RM Unify (User provisioning, user management, app management, etc)
  • Office 365(O365mail, Teams, SharePoint, etc)
  • GSuite (Classroom, Drive, Meet etc)
• Customer handling: Always providing excellent customer service.
• Team working: Working effectively with team members to achieve collective goals.
• Diagnostic Skills: Strong application of diagnostic methodology in the progression of incidents.

• Influencing and Communication: The candidate should possess the ability to listen to and truly understand customer challenges/requirements and be comfortable interpreting and onward communicating these both verbally and in writing whilst correctly setting customer expectations.
• Planning and Organising: The candidate must be able to co-ordinate the number of tasks required to fulfil the job requirements – with very high levels of attention to detail at all times.
• Tenacity and Self-Motivation: Has the ability to work well under pressure and takes ownership of personal/technical development.

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

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 1974 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. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up 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. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, 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 at recruitment@rm.com.

Unfortunately, we are unable to offer visa sponsorship for this role.