RM is the leading supplier of technology and resources to the education sector, supporting schools, teachers and pupils across the globe - from pre-school to higher education including examination boards, central governments and other professional institutions.
Our purpose is to enrich the lives of learners worldwide and we aim to improve the life chances of people - worldwide by delivering great education products and services that help teachers to teach and learners to learn.
Join RM and Learn What’s Possible for you in your career
We’re on the lookout for a Support Consultant to join our team.
What we can offer you;
£28,000 - £38,000 salary depending on experience
25 Days Annual Leave (with an option to buy an extra 5 days)
Performance related bonus scheme
What’s the purpose of the role?
Reporting to the Service Manager, the IT Support Consultant will be predominately field based supporting a portfolio of Schools acting in a Technical Lead capacity across a specific geographic area.
They will also be influential in supporting the Schools to deliver their Teaching and Learning objectives through the use of ICT.
The ideal candidate for this role will need to have both strong customer facing & technical skills and be able to react well under pressure.
They will need to be able to work as part of a regional team delivering excellence in IT support to the Education sector on behalf of RM.
The role is designed to support the delivery of RM Managed Services, working in conjunction with the Global Operations structure to provide a high-quality service to all RM customers.
What does the job entail?
Know and understand the IT Service Delivery targets for the contract(s) and be proactive in ensuring that these are achieved.
Work in an advisory capacity alongside the Account Manager and Service Manager in providing technical solutions to the customer’s requirements and setting customer expectations.
Be the Technical Authority for each allocated school. Ensure that any changes and project work are in line with the school's strategy and technical roadmap.
Work closely with School to understand the change in ICT requirements and scope design changes as required.
Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times.
Ensure that documentation is created and maintained for all aspects of a school's network that we are accountable for.
Actively participate in team process improvement & process implementation.
Owning and managing technical elements of customer complaints and issues in line with best practice where an incident is identified to be of high impact to customers and likely to have a significant impact on customer satisfaction and the availability of IT systems.
Attend Service Review meetings with key members of SLT as and when required to provide technical input and advice.
Carry out audits on both existing but also new prospective sites. Make recommendations on transition activities and flag risks prior to service commencement.
Co-ordinate with other teams involved in service delivery (Service Desk, Remote Network Manager, on-site field Engineers, and 2nd 3rd line) to ensure issues are resolved effectively and escalated appropriately.
Drive remote network managers in delivering ad-hoc tasks that can be completed remotely.
Problem management and root cause analysis down to individual school level.
Provide technical knowledge on incident resolution.
Resolve complex technical issues down o individual site level as and when required.
Provide onsite technical mentoring.
Provide feedback and updates on technical trends to the wider Specialist Technical Services group.
A pro-active approach to service improvements including both visible and nonvisible issues such as threat management and security.
Work closely with onsite engineers to identify key areas of improvement on issues affecting the users particularly teaching and learning currently limited by the existing infrastructure and technology.
Take an active lead on security, in particular relating to Malware, Phishing, Ransomwear exploits.
Engage with project coordination / design teams to share local knowledge and ensure better preparation of installations and management of risk resulting in fewer None Conformances’.
CAB Change control owner be able to determine and assess risk.
To be available and carry out installations in addition to our BAU responsibilities for sites outside of Managed Services as and when required
What are we looking for?
Supporting multiple establishments and customers in the field.
Working to a schedule and managing time and travel plans effectively.
Desktop Operating Systems inc. Microsoft, Apple, Android.
Support & Maintenance of Local and Wide Area Networks.
Support & Maintenance of Wireless Technologies.
Desktop Support & Maintenance inc. PCs, Laptops, Chromebooks & Tablet devices.
Peripheral Support inc. Printing, Scanning, Web Cams, Interactive Screens, Projectors and Audio Visual Equipment.
Support & Maintenance of Apple Products inc. iPads, MacBooks, iMACs.
Cloud computing, productivity & collaboration tools. In particular Microsoft O365 and Google Workspace.
Effective use of communication tools, in particular E-mail & MS Teams.
Technical Problem Solving & Troubleshooting.
Overseeing multiple complex Technical Projects.
Delivery of Installation work inc. both Brownfield and Greenfield implementations.
Team working and collaboration at local and wider levels within an organisation.
Management & prioritisation of personal workload.
Confident Customer engagement including diagnostic questioning, and the ability to deal with difficult conflicting situations.
Ability to adapt to change quickly in an often fast paced environment.
Effective written communication to both internal and external stakeholders.
Working to and meeting deadlines.
Dealing with multiple complex issues and being able to prioritise accordingly.
Knowing how and when to escalate.
A flexible approach to out of hours working if required.
Using spreadsheets and word processing packages in the production of reports, records & audits.
Awareness of the commercial implications in relation to the day-to-day impact of service provision.
A good understanding of SLA’s and KPI’s in relation to Managed Service Contracts.
A good understanding of ITIL working best practices.
Technical Knowledge & Experience
Microsoft Products including Windows 10Image deployment tools (MDT WDS SCCM)Windows Server 2012r2-2019.
Cloud Platforms inc. Google Workspace inc. Classroom, Gmail, Management Console & Chrome OS.Microsoft O365 inc. Office Applications, Teams, OneDrive, Sharepoint.
Apple Products including Hardware : iPads, Apple MAC's, MACBooks, MAC ServerOSX iOSProfile Manager.
Wired and Wireless Technologies, in particular HP Aruba Switches and Wireless Solutions.
Mobile Device Management Solutions inc. Lightspeed, Meraki, Securly.
MIS Solutions inc. SIMS, RM Integris & Progresso (Cloud School).
Mobile Device Support
Server Infrastructure inc. Hyper-V VMWare Technologies.
Backup Technologies inc. Staging Servers.Tape Drives Autoloaders.Cloud BackupVeeam Veritas Backup Exec MS Azure.
RM Software & Services inc. CC4 (Desirable but not essential).
Anti-Virus Products & Services inc. Trend, Sophos, Windows, SCEP.
What’s in it for you?
As well as a competitive salary, you could earn a performance related bonus and you would receive our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available.
There is 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.
At RM we are committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive and flexible workplace where all our colleagues can be themselves and succeed on merit.