Service Desk Engineer

Job Opportunity at RM India

Would you like to help enrich the lives of learners around the world? RM India is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.

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 organizations 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).

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

Responsibilities

Providing technical assistance to various customers which including managed services, non-managed services, ISP (broadband) and helping to quickly resolve technical issues.

To work along with product/escalation teams on defect fixing and resolution as required. Provide technical support and technical training as appropriate.

Individual in this role is expected to proactively identify issues and coordinate with escalation teams for timely fix. Contribute to effectively manage issues by following the problem management procedures embedded within the team.

Contribute to the Knowledge Base, where possible as a pre-emptive step in the resolution of potential customer issues.

The role requires experience in managing solutions related to various IT technologies like Microsoft, Google, networking etc.

Candidates ideally will have experience of working in a customer facing role and be able to demonstrate the following:

• Minimum 3+ years of experience in customer support and service desk incident handling.
• Excellent communication skills, both written and verbal
• Strong diagnostic & troubleshooting skills.
• Good analytical and problem-solving abilities with a logical approach
• Ability to learn and pick up new technologies.
• Customer focus
• Judgment and decision making
• Excellent planning, organizing & time management skills.

Experience

Minimum 3+ years of experience in customer support and service desk incident handling.

Mandatory skills:

• Experience in Win 2016/2018/2022 servers
• Experience in Active directory & group policies
• Exposure to IIS, DNS, DHCP, TCP/IP, Microsoft network concepts and Microsoft platform client server network
• Experience in managing Antivirus products (Symantec corporate edition, Sophos).
• Expertise in Backup solutions (Symantec backup exec, Windows backup, Veeam, Microsoft DPM, Azure Backup).
• Hands-on Experience in Microsoft Intune, Office 365, MS Teams
• Experience in Azure AD
• Experience with Google Workspace management
• Expertise in Virtualization technologies like VM ware, Hyper V.
• Exposure in troubleshooting hardware issues.

Desired skills:

• Experience in ITIL process - Incident / Change / Problem management
• Configuring and troubleshooting VLANs, switches, routers
• Familiar with Wireless technologies like Meru, Cisco, Juniper networks.
• Exposure to mail security concepts like Symantec mail security for Exchange, Sophos antispam.

What's in it for you?

At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children's Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. 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