RM Technology
3rd Line Senior Support Consultant (Glow)
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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 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 organisations 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).
RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we’re a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.
Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.
Visit us here to find out more: www.rm.com/education
Role
We are seeking a highly skilled 3rd Line Senior Support Consultant to own the technical resolution of complex, business-critical incidents. In this role, you will diagnose and resolve deep systemic infrastructure anomalies, automate recurring fixes, and elevate the technical capabilities of our broader support team. Working directly with the Operations Manager, you will support large enterprise customers, manage third-party suppliers, and collaborate with internal RM teams to ensure all issues are resolved swiftly within contractual Service Level Agreements (SLAs).
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
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Core Responsibilities
- Advanced Escalation Management: Serve as the final technical authority (Tier 3+) for complex cloud infrastructure, identity, and networking issues.
- Incident & Outage Response: Lead high-severity incident response efforts, executing root-cause analysis (RCA) and implementing durable fixes to prevent recurrence.
- Automation & Optimization: Build scripts to automate routine checks, reduce support toil, and monitor platform health.
- Cross-Functional Collaboration: Partner closely with Operations Manager to provide transparent updates during critical events.
- Mentorship & Documentation: Coach junior engineers to raise the technical bar, while authoring comprehensive runbooks, Standard Operating Procedures (SOPs), and knowledge base articles.
- SLA & Compliance Management: Drive strict adherence to contractual SLAs, ensuring issues are tracked, updated, and closed efficiently.
- Vendor & Third-Party Liaison: Act as the primary technical interface with external suppliers, driving accountability and speed during shared incident investigations.
Experience
Technical Requirements
- Advanced Escalations: Resolve high-priority, deep-level technical issues spanning cloud environments.
- Ecosystem Administration: Configure, deploy, and maintain Microsoft 365 services (Teams, SharePoint, OneDrive) and Microsoft Azure infrastructure. Experience in managing and scripting in Google workspace.
- Identity & Access Control: Manage enterprise identity architectures using Microsoft Entra ID, conditional access policies, and Active Directory.
- Security & Compliance: Implement threat protection layers via Trend Micro.
- Automation & Scripting: Write and maintain advanced PowerShell scripts and Microsoft Graph API queries to automate routine operational tasks.
- Mentorship & Training: Provide guidance, technical oversight, and continuous coaching to Tier 1 and Tier 2 support staff.
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What’s in it for you?
At RM we have My Work Blend @RM 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. 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 recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
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