Support Engineer - Leeds

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

Job summary

A leading educational technology firm in the UK is seeking an IT Support Engineer to provide first-class support to educational users. You will work collaboratively to ensure service desk targets are met while resolving technical issues. Candidates should demonstrate strong customer focus and problem-solving skills, with a background in maintaining desktop and mobile devices. This role offers hybrid working options and a competitive salary with comprehensive benefits.

Benefits

Private medical healthcare

Life assurance

Group Personal Pension Plan

Voluntary benefits like additional leave and dental plan

Cycle to work scheme

Qualifications

• Experience in maintenance and support of desktop and mobile devices.
• Ability to provide technical assistance and report issues per service desk policies.
• Experience in networking and troubleshooting.

Responsibilities

• Provide excellent service as the customer face of RM.
• Assist the service desk with IT managed support service delivery.
• Support school-based users with technical issues.

Skills

Customer focus

Problem solving

Time management

Communication skills

Diagnostics and troubleshooting

Building relationships

Education

CompTIA+ or equivalent

Tools

ServiceNow

Microsoft and Apple tools

Google Workspace

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 . We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28, 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.

Visit us here to find out more:

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

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.

• 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

Our ideal candidate would demonstrate the following 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.

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+ 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 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. 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.