Overview
Do you want to help enrich the lives of learners worldwide? 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 around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education 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, central governments, and other professional institutions to enrich the lives of learners.
We're on the lookout for a Helpdesk Engineer to join our team in the RM Assessment division. This role can be pursued from any of our 3 UK offices (London, Abingdon, and Belshill) or can be carried out remotely. This role is a full-time, dedicated Night Shifts role.
Speaking and writing fluently in French would be an advantage but not essential.
Responsibilities
What's the purpose of the role?
We are looking for a Helpdesk Engineer with excellent problem-solving skills and a great focus on customer service. The helpdesk provides 2nd line software support in the RM Results business, at the heart of educational assessment. This is a very rewarding opportunity to help end-users of RM Results' flagship products RM Assessor 3 - the world's most widely used high-stakes e-marking application, used to mark around 160 million exam pages each year, and our e-testing solution Assessment Master.
Responsibilities include:
* 2nd Line Engineers are one of the first points of contact for all inbound HD methods and manage initial responses and escalations.
* 2nd Level Support takes over incidents which cannot be solved immediately with the means of 1st Level Support.
* If necessary, it will request external support, e.g., from software or hardware manufacturers.
* The aim is to restore a failed IT Service as quickly as possible.
* This may include resolution or workaround for new issues which require more complex technical knowledge or product access.
* If an incident is a P1 or is a recurring root cause of incidents, 2nd Level Support will evaluate and initiate handover to Problem Management.
* If no solution can be found, the 2nd Level Support passes on the incident to Third Line.
Experience
We are looking for experienced software helpdesk support engineers, although candidates from a hardware-focused background will be considered. Experience using ServiceNow, Jira, and Anywhere 365 phone systems will be an advantage, as will ITIL Foundation Certification or ITIL 4 (not essential). You should have experience of working in a software support role, ideally supporting multiple proprietary products via multichannel inbound routes. You'll need to be an excellent communicator in both written and verbal forms and to be an enthusiastic learner with a can-do attitude. We value out-of-the-box thinking and are committed to recruiting diverse candidates.
* Question Askers - can you spot problems and suggest different approaches?
* Problem solvers - do you find solutions?
* Out of the box thinking - do you always have original ideas?
* Excellent communication skills - can you explain tech to anyone?
* Team player - we're a close team, and we make room for everyone.
* Sound planning & organizing skills - we juggle a lot.
* Proactive and independent workers - do you work well under your own steam?
* Pride in your work - we're proud of what we do, we want you to be too.
* Flexibility - can you pivot from one task to another when there's an emergency?
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 to suit them. As well as your office base, you can spend a proportion of your time working at other locations in the UK that suit your role and your life, including home, other offices, customer sites, distribution centers, or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make the best use of hybrid working may continue to adapt as we adjust to our new ways of working.
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. 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.
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