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.
We’re on the lookout for a Field Services Engineers to join our team based in East Anglia.
What we can offer you;
£19,000 - £22,000 depending on experience
25 Days Annual Leave (with an option to buy an extra 5 days)
Performance related bonus scheme (if applicable)
Company car or car allowance
What’s the purpose of this role?
The successful candidate will be part of a mobile field team with a focus on providing broad 1st/ 2nd line technical problem solving/network management support as well as building strong relationships with the school leadership and teaching staff and ensuring contractual compliance against Key Performance Indicators and Service Level Agreements are met.Working in a defined geographic region in West Anglia, based within a 2 hour radius of your home address, you will be entitled to a generous car allowance of £4,000 per annum or alternatively, you will be provided with a company car.
What does the job entail?
Day to Day Service Delivery
Management of single and multi-server networks installed at various customer sites throughout the UK.
Respond to incidents logged by the customer.
Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the service level agreement. This will include computers, servers, peripherals and Cloud based applications.
Ensure that all systems, change request forms, service call etc., used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes.
Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved; proactive maintenance and change implementation objectives are met.
Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times.
Know and understand the Service Delivery targets for each contract and be proactive in ensuring that these are achieved.
Provide insight to Service Account Manager and Support Consultant
Proactively investigate elements of the network that are not covered by automated proactive monitoring.
Maintenance of technical documentation.
Carry out actions as a result of tactical and strategic change requests made by the customer.
Proactively seek out changes that will add value for the customer.
Ensure that service levels are maintained throughout any changes.
Be aware of changes that may impact customers and other teams ensuring that they are kept up to date whilst highlighting any alterations to working practices etc that may be required.
Create, drive and see through to completion improvements to ensure that customer service is delivered in the most efficient and dynamic way.
Actively participate in team process improvement, process implementation and document requirements for new and existing services.
What are we looking for?
Strong multitasking and problem solving abilities. Excellent communication, customer handling, and inter-personal skills, via phone, face to face and other remote access methods.
Strong planning, organising, and prioritising abilities. Customer focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery
Previous experience in the provision of technical support across hardware and software
What’s in it for you?
Our competitive core benefits package includes 25 Days Annual Leave (with an option to buy an extra 5 days), a Performance Related Bonus Scheme, membership of our Group Personal Pension with higher contribution levels available from the Company if you choose to contribute more, Private Medical Healthcare, Income Protection, Life Assurance (4 times salary) and enhanced family leave.
We also offer voluntary benefits such as Cycle to Work Scheme, Family Private Medical Healthcare, Dental Plan, Health Cash Plan, Critical Illness Cover, Health Assessments (cost deducted over 12 months), Give as You Earn and an Employee Referral Scheme.
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.
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.