Support Engineer - Leeds

RM; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

An education technology company is looking for an IT Support Engineer to provide top-level support to educational users in Leeds. The successful candidate will assist in delivering IT services, ensure excellent customer interactions, and troubleshoot issues effectively. Required skills include strong problem-solving abilities, excellent communication, and a solid understanding of desktop and mobile device maintenance. This role provides opportunities for career advancement in the IT field.

Benefits

Private medical healthcare

Life assurance

Group Personal Pension Plan

Performance-related bonus

Voluntary benefits like additional annual leave

Cycle-to-work scheme

Qualifications

• Technical knowledge equivalent to CompTIA A+ or similar is required.
• Experience in maintaining and supporting desktop and mobile devices.
• Basic knowledge of wired and wireless networking and troubleshooting.

Responsibilities

• Ensure excellent service as the customer face of RM.
• Assist the service desk in delivering IT managed support.
• Provide technical assistance to school-based users.

Skills

Excellent Customer focus

Problem solving

Time management

Excellent communication

Troubleshooting

Ability to work with remote teams

Education

CompTIA A+ or similar

Tools

ServiceNow

Job description

Overview

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. Working as part of a wider onsite services IT team, the role provides opportunity for future progression and personal development for self‑motivated employees looking to build their career in IT.

Key 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.

Ideal Candidate Behaviours

• 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 escape.
• Able to work well with remote teams and build strong working relationships.

Technical Skills

• Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks and Tablets.
• Peripheral Support inc. 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 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.

About RM

At RM, we've been pioneers of education technology since. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28 schools, nurseries and education trusts in countries to deliver customer‑centric solutions that improve education outcomes.

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 (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.

Benefits

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.

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