Infrastructure 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 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.

Visit us here to find out more:

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

Based within the Infrastructure & Operations Team, the Infrastructure Engineer is a point of escalation for the Service Desk and Field/On-site Engineers, and is a technical specialist focusing on the delivery of stability across the customer estate. Infrastructure Engineers will typically be aligned to specific groups of customers and/or technologies and will use data to deliver efficient technical change and incident and problem resolution/management within established service levels.

• Working from allocated service tickets, fulfil the role of escalation point for Service Desk and Field/On-Site Engineers.
• Resolving technical issues across a range of supported technologies employed across the inscope managed estate and Broadband business both remotely and on-site as required.
• Support and lead technical resolution of complex incidents and problems and engage with the major incident process to ensure resolution within established service levels.
• Maintain a professional and effective relationship with customers and colleagues at all levels and at all times.
• Contribute to the knowledge base through identification and creation of knowledge articles such as standardised systems documentation.
• Supporting the Service Management Team with escalations.
• Actively engaging in a culture of continual service improvement.
• Identification of opportunities for standardisation across the estate and automation and efficiency opportunities to reduce cost to serve.

The role and its responsibilities can be expected to evolve across time.

Skills and Experience

You will have proven experience of:

• Working as part of a team within an ITIL aligned environment resolving technical incidents and problems and providing support and advice across a broad range of mission critical technologies.
• Writing and maintaining systems documentation and knowledge articles to support customer self-service and the wider Service Desk.
• Confidently engaging with customers of all levels in a professional and positive way to deliver mutually beneficial outcomes across a range of scenarios.
• Effectively managing workload to deliver outcomes within established service levels.
  
  You will be:
• A confident and self-motivated individual who enjoys collaborating with colleagues of all levels from teams in the UK and India.
• A calm and methodical problem solver able to confidently navigate customers and colleagues through the most challenging issues with empathy.
• A clear and succinct communicator, able to engage confidently with your customers and colleagues.
• Tenacious and dedicated to issue resolution from start to finish.
• Motivated by, and aligned to, our core values and our mission to harness technology to improve the learning environment for all.
  
  You will have:
• Excellent technical skills which may be evidenced through demonstrable…