Systems Support Engineer

Overview:

Would you like to help enrich the lives of learners around the world?

RM India (RM Education Solutions India Private Limited) 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.

RM Plc have been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.

RM is a leading supplier of technology and resources to the education sector, supporting schools, teachers, and pupils across the globe. 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 (Education Resources).

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Responsibilities:

The System Support Engineer will be responsible for ensuring the stability, availability, and performance of the IT infrastructure. This role involves providing technical support, troubleshooting, and proactive maintenance of networking, server, and systems infrastructure. The engineer will collaborate with cross-functional teams to implement ITIL best practices, manage Azure resources, and optimize the overall infrastructure performance. The ideal candidate will have a good skills and background in IT infrastructure, possess expertise in Azure, networking, server administration, and systems support.

Key Responsibilities

• Monitor and maintain the IT infrastructure, including servers, networks, and systems, to ensure optimal performance and availability.
• Provide technical support and troubleshooting via Telephone, Live chat or Self-service tools for infrastructure-related incidents, problems, and service requests, adhering to ITIL best practices including incident, problem, and change management.
• Implement and maintain network infrastructure components, such as switches, routers, firewalls, and load balancers.
• Configure and administer Azure resources, including virtual machines, storage accounts, virtual networks, and Azure Active Directory.
• Collaborate with cross-functional teams to design, implement, and maintain secure and scalable network architectures.
• Perform regular system maintenance, including patching, updates, and firmware upgrades for servers, operating systems, and network devices.
• Monitor and analyse system and network performance metrics, alerts, identify areas for improvement, and implement optimization strategies.
• Maintain accurate documentation of network diagrams, configurations, and system support procedures.
• Manage user accounts, permissions, and access controls in accordance with organizational security policies.
• Collaborate with vendors and third-party providers to resolve infrastructure-related issues and implement new technologies.
• Contribute to disaster recovery planning, backup strategies, and business continuity initiatives.
• Stay up to date with industry trends, emerging technologies, and best practices related to infrastructure management.

Experience:

Qualifications and Skills:

• Bachelor's degree in computer science, Information Technology, or a related field.
• Proven experience as an Infrastructure System Support Engineer or similar role.
• Strong knowledge of Azure cloud services, including Azure VMs, Azure Storage, Azure Networking and Azure Active Directory.
• Strong knowledge of Microsoft 365 and Google Workspace.
• Solid understanding of networking protocols, routing, switching, and firewall concepts.
• Proficiency in server administration and troubleshooting, including Windows Server, MacOS and Linux environments.
• Experience with ITIL processes and best practices, including incident management, problem management, and change management.
• Familiarity with virtualization technologies, such as VMware or Hyper-V.
• Strong understanding of TCP/IP, DNS, DHCP, VPN, and other network protocols and services.
• Excellent problem-solving and analytical skills.
• Strong attention to detail and ability to prioritize and manage multiple tasks.
• Good communication skills and ability to work effectively in a team environment.
• Writing and maintaining knowledge articles to support customer self-service and the wider Service Desk.
• Engaging in continual service improvement activities to improve outcomes for customers and the business.

Desired Skills

• Relevant certifications such as Microsoft Certified: Azure Administrator Associate or CCNA.
• Experience with enterprise back-up solutions such as Commvault or Veeam or Redstor.
• Familiarity with security frameworks and best practices.
• Understanding of DevOps principles and practices.
• Experience with monitoring and logging tools, such as Azure Monitor, Whatsupgold, NetFlow Analyzer, Icinga, or Nagios.
• Experience in working with ticketing tools such as ServiceNow.