Senior Support Engineer - London

RM plc; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading education technology firm in Leeds is looking for an IT Support Engineer to join their team. The successful candidate will provide exceptional support to education users, assist with IT services, and troubleshoot issues. Ideal for individuals passionate about technology and education, this role offers competitive pay and includes benefits such as private medical care and flexible working arrangements.

Benefits

Private medical healthcare

Life assurance

Group Personal Pension Plan

Hybrid working options

Voluntary benefits (e.g., dental plan, health assessments)

Qualifications

• A minimum of 1 year of IT support experience.
• Excellent troubleshooting skills and ability to diagnose issues.
• Strong communication skills both verbally and in writing.

Responsibilities

• Provide first-class support to education users.
• Assist the service desk with the delivery of IT managed support services.
• Resolve technical issues and ensure customer satisfaction.

Skills

Excellent customer focus

Problem solving

Time management skills

Communication skills

Troubleshooting

Ability to work with remote teams

Tools

Microsoft 365

Google Workspace

IT service desk ticketing systems (e.g. ServiceNow)

CompTIA A+

Job description

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 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

RM Technology is a market-leading supplier of ICT products and services to UK schools and colleges to deliver a technology environment that improves learning outcomes and makes the most of IT investment, driving focus through four lines of business: Managed Services, Software, Hardware and Broadband.

Visit us here to find out more: 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.

Role

The IT Support Engineer function has an important role to play in helping teachers to teach and learners to learn. As one of a team of IT Support Engineers your role will be to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not necessarily have IT backgrounds.

We can offer you a competitive salary + Benefits.

Responsibilities

• To be the customer face of RM, ensuring our customers receive great service.
• To assist the service desk with the delivery of the IT managed support service.
• Provide school-based users with technical assistance and report service issues in accordance with the service desk policies.

Experience / Qualifications

• Excellent customer focus, problem solving and time management skills.
• Excellent communication both verbally and written.
• Punctual and able to prioritise own workload.
• Able to diagnose and troubleshoot issues, asking customers relevant questions to get the issue resolved and knowing when to research and when to escalate.
• Able to work well with remote teams and build strong working relationships.

Skills

• Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks and Tablets.
• Peripheral Support including Printing, Scanning, Interactive Screens, Projectors and Audio/Visual Equipment.
• Basic wired and wireless networking and troubleshooting.
• Image build and deploy tools – Microsoft and Apple devices.
• Basic Operational knowledge of Microsoft 365 and/or Google Workspace.
• Technical knowledge and experience equivalent to CompTIA A+ or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing system (e.g. ServiceNow) would be an advantage.

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, some roles are also eligible for a performance-related bonus. 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. Should you require additional support with your application or through the interview process, please contact us at [e-mail].

Unfortunately, we are unable to offer visa sponsorship for this role.