Support Engineer – Leeds (RM plc)
RM plc is a pioneer of education technology, supporting over 10 million students worldwide across more than 28,000 schools, nurseries and education trusts in 115 countries. The company delivers customer‑centric solutions that improve education outcomes and operates through three core businesses: Technology, Assessment and TTS.
Role Overview
The IT Support Engineer will provide first‑class support to teachers and learners, working within a team of on‑site services IT staff. You will collaborate with the service desk, use ITIL best practices, meet contractual SLA targets and keep customers updated throughout the support lifecycle.
Responsibilities
* Be the customer‑facing face of RM and ensure users receive great service.
* Assist the service desk with the delivery of the IT managed support service.
* Provide technical assistance to school‑based users and report service issues in accordance with service desk policies.
Requirements
* Excellent customer focus, problem‑solving and time‑management skills.
* Strong verbal and written communication skills.
* Ability to prioritise own workload and troubleshoot effectively.
* Proficient at diagnosing and resolving issues, escalating when appropriate.
* Experience working well with remote teams and building strong working relationships.
Skills
* Maintenance and support of desktop and mobile devices (laptops, Chromebooks and tablets).
* Peripheral support including printing, scanning, interactive screens, projectors and audio/visual equipment.
* Basic wired and wireless networking troubleshooting.
* Image build and deployment using Microsoft and Apple tools.
* Operational knowledge of Microsoft 365 and/or Google Workspace.
* Technical knowledge equivalent to CompTIA A+ or similar.
* Working knowledge of ITIL methodology and experience with a ticketing system such as ServiceNow.
Benefits
Competitive salary plus core benefits: private medical care, life assurance, a Group Personal Pension Plan with higher contribution levels and a performance‑related bonus for eligible roles. Additional voluntary benefits include extra leave, dental and health assessment plans, cycle‑to‑work schemes and referral bonuses.
RM is committed to safeguarding children and promoting inclusivity. This role is exempt from the Rehabilitation of Offenders Act 1974 and will require DBS checks.
Unfortunately, we are unable to offer visa sponsorship for this role.
Job Details
Seniority level: Mid‑Senior; Employment type: Full‑time; Job function: Engineering and Customer Service; Industry: IT Services and IT Consulting.
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