"I am able to be involved in the development of our products and services too which makes my role even more interesting and further develops my skills and experience."
I started at RM three and a half years ago and am working as a Network Engineer on the service desk in the Internet Hosting Group. This team supports 2,500 school based customers who get their broadband provision, internet filtering and email from RM.
My job is varied and challenging, working in a really good team in a fun and supportive environment with opportunities to test and develop my problem solving skills whilst speaking directly to our customers in schools.
My manager really encourages my personal development and as I work closely with some very knowledgeable people in the wider team I have lots of opportunities to grow my skills. As well as learning on the job I have had the chance to go on training courses and to study for professional qualifications like CCNA.
I am able to be involved in the development of our products and services too which makes my role even more interesting and further develops my skills and experience.
I love to get to the bottom of issues and get huge satisfaction from solving problems for my customers. Although we work on a service desk we are able to spend time with our customers to really understand their problems and to offer help and advice as well as fixing their issues. This means that they can get the most from the technology and makes me feel that I am really helping them. I get involved with new customers too, making sure that they have the best introduction to RM and our services either by phone, webinar or by visiting them in their schools.
We also have the opportunity to get involved in delivering webinars to provide additional customer training on things like our filtering product.
My customers are really important to me and I have won a number of Customer Service awards following feedback on the service I have provided to them.
I also act as an escalation point in the team providing support to newer or more junior team members sharing my skills and experience and helping the team to work really well together. As a part of the wider company team I have volunteered to work in the Installations team during the last three summers installing new customer networks or upgrading existing ones, giving me a broader set of skills and interests.
I'm proud to work at RM, we have a wide range of products and services that I can see really make a difference to schools. We are here to support them so that they don't need to have their own team of experts and they can get on with their jobs without worrying about the IT.
My son has been using one of our products lately, RM EasiMaths, he loves it and it's great to be part of a company that does such great things.