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.

Responsibilities

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.

Key Responsibilities

• 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.

Experience & Qualifications

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 knowledge and expertise and relevant, formal certification in one or more areas.
• The ability to confidently and capably support a range of technologies at a senior 2nd line or 3rd line level which should include:
• A technical specialism in Broadband / Connectivity technologies (essential)
• Or
• Microsoft Windows Server environments (essential) Including SAN, Virtualisation and other related Microsoft technologies o Endpoint management solutions such as Microsoft Intune (advantageous) o Apple devices (essential) o Google devices (essential) o Microsoft 365 (advantageous) o Google Workspace (advantageous) o Aruba Networks (advantageous) o RM Connect Networks (advantageous) o Enterprise back-up solutions such as Veeam or Redstor (advantageous)
• Technical "curiosity" and a personal drive to continue to develop and hone your technical skills and knowledge across a range of new and emerging technologies.
• An understanding of the role of ITIL in the Service Operations environment.
• A current driving licence / ability to carry out site visits, in line with role-based activities, across the country

What's in it for you?

At RM we have My Work 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 .

Unfortunately, we are unable to offer visa sponsorship for this role.