Job Description
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 three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.
Visit our website to find out more: www.rm.com/assessment
We are looking for a Helpdesk Engineer with excellent problem-solving skills and great focus on customer service. The helpdesk provide 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.
As we cover 24/7 365 days per year, shifts will form part of these roles, this can be discussed further at interview stage.
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
- 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. Experience using ServiceNow, Jira and Anywhere 365 phone systems will be an advantage, as will an understanding or working knowledge of ITIL Foundation Certification or ITIL 4. 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 & organising 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. 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.
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.
