Graduate Technical Resolution Engineer - RM

Graduate Technical Resolution Engineer - RM

How does this role fit into the business?

RM Services provide an award winning Service and is the largest of the many departments that make up RM. The Services Technical Resolution Group are responsible for providing IT Support directly to schools, colleges, and educational establishments throughout the UK. They diagnose and resolve complex IT Support issues on a wide variety of platforms and technologies. They help to ensure educational establishments get the most from their IT equipment, so that it adds real value to their teaching and learning.

What will I be doing?
• Talking directly to schools and colleges to diagnose and resolve technical issues.
• Working within a team sharing technical ideas and knowledge.
• Writing technical articles to help customers resolve their own technical queries through our website
• Representing the department on projects for new RM products including:
o Testing the product from a customer’s point of view
o Checking that we are able to support the product
o Writing technical documentation and knowledge articles so that customers and all technicians at RM have access to technical information about the product.

Why is this a great opportunity?
This customer-facing role is based in a stimulating and demanding technical environment. It provides excellent opportunities to broaden and develop your technical skills alongside strengthening your problems solving and communications skills. The RM Services department is very diverse and this role is a fantastic starting point within RM.

What training will I receive?
You will receive a thorough induction and ongoing product and technical skills training.
We offer a broad range of courses designed to improve interpersonal skills such as communications and influencing, presentation skills and time management.
In time, you will also have the opportunity to study on Microsoft certified training courses and other external qualifications where appropriate.
Alongside formal training there is on the job coaching which will involve working closely with your team and your mentor.
The role will offer the opportunity to work in a variety of different support teams so that you will have exposure to a large number of products, technologies and applications.

What future roles am I likely to progress into?
RM is a medium-large business and therefore has a huge variety of roles and excellent opportunities for career progression. This role offers an excellent grounding in technical support and how RM operates.
From this role you could progress in a number of different directions.
• Technical progression – you could become a technical expert.
• Managerial progression – you could manage engineers, project managers or product manager
• There are also many opportunities in other technical and customer areas within the business. You could train our customers on our products, work within the team who manage the on-line web based technical library, or work as a business analysis.

Qualifications & Experience
A 2:1 or first class honours degree in a technically related or scientific subject.

260 UCAS tariff points or equivalent.

In addition you will have:

• Excellent diagnostic and problem-solving ability
• A strong customer focus
• High level communication skills
• A keen interest in IT

Preferred experience will include:

• Windows 2000, 2003 server
• Knowledge of wireless systems
• An MCSE qualification or MCPs
• Working in a support or customer service environment

Skills Required:

please see above...