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.
The Professional Services Engineering Function sits within our Implementation & Consultancy Services Division and is responsible for the implementation of end-to-end technical solutions in customer environments and ensuring the correct criteria have been met to deliver from projects into Service. This is a customer-facing role and requires the holder to spend a high proportion of their time in a customer environment.
This role will be responsible for delivering all installation services both onsite and remote. Reporting to the Professional Services Manager, the post holder will act as the point of contact for all Installation work.
The job holder will be expected to work independently on their projects with minimal technical input from peers; however, team working is essential. The job holder will mentor and coach more junior team members and facilitate a close working relationship across a geographically distributed team. As part of this role, you may be called on to provide technical training, share and embed best practices and processes, and ensure these are adhered to.
The job holder will be expected to work closely with the Professional Service Manager for technical service development, maintenance of the engineering instructions and processes, and a focus on continual improvement.
This role includes South-based travel; ideally, you will be located within the M4 corridor.
Responsibilities
* Implementation of all Technical Deliverables
* Maintenance of Technical Implementation documentation
* Keeping Technical skills current
* Continuous improvement - Help grow and strengthen RM Products and Services by providing feedback on implementations.
Implementation
* Work with key external stakeholders to provide reassurance that all technical deliverables will be delivered to a high standard.
* Work with the Project Team to ensure that all technical deliverables have been met. Provide regular updates to the project team on progress.
* Review and accept work instructions from the Technical Architecture Teams.
* Deliver to the defined Technical Acceptance criteria.
* Ensure areas for continuous improvement are identified and acted upon.
* Work with the customer to ensure that project acceptance is completed.
* Work with the service transition teams where required to hand over the project into the live environment.
Support and Governance
* Provide support to other team members.
* Mentoring and guidance to less experienced members of the team.
* Provide feedback into Professional Services Technical work instructions.
* Provide peer review and feedback on implementation issues.
* Provide expertise on technical aspects of customer complaints.
Experience
You will have proven experience of:
* Providing installation services in a customer environment
* Managing a customer through change
* Acting as a technical escalation point for the work carried out by the Professional Services Team
* Working with a number of different internal stakeholders to deliver Project success.
You will demonstrate:
* Strong leadership skills
* Excellent problem-solving and troubleshooting skills.
* Good judgement in making critical technical decisions, escalating, or reviewing with colleagues where appropriate.
* The drive to overcome technical issues and applies an effective diagnostic methodology when troubleshooting.
* Excellent customer communication skills and ability to communicate technical tasks to non-technical people.
* Excellent verbal and written communication
* Collaborative team working, able to lead by example, inspire and motivate others.
* Proactiveness, willing to take responsibility and have the mindset for continuous improvement.
You will have the following Skills:
* Microsoft Endpoint management - Microsoft Intune / Configuration Manager.
* Microsoft O365
* Virtualisation VMware and Hyper-V Failover Clustering
* Server and SAN storage technologies
* Windows Server 2019 and above: Active Directory, DNS, GPOs
* Infrastructure (wired and wireless networking) including knowledge of HP Aruba Central
* Connectivity (router installs and troubleshooting)
* Backup and Antivirus solutions
You will have:
UK Driving licence and flexibility to travel at short notice to customer sites across the UK.
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, 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 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. #J-18808-Ljbffr