IT Support Engineer in Manchester

As we continue to expand, we’re seeking an IT Support Engineer who will play a key role in our engineering team, working to support our staff and business.

The Role: RealityMine are looking for a talented and enthusiastic support engineer to join our team in supporting the staff and the business in delivering large scale market research projects. This role involves working directly with the staff to support their IT experience, resolving issues and facilitating their work. This will involve the technical support of end user devices across MacOS and Windows, management of SaaS applications such as Office 365 and the Atlassian suite, monitoring and patching of servers and day to day maintenance of enterprise IT infrastructure. As our US staff-base grows, there is also an increasing need to overlap with US based time zones. This means after a settling in period, you may be required to work with aligned or partially aligned hours. Our offices are in Manchester and the role consists of hybrid working, where we ask for our team to be in the office for collaboration and team building 2 days per week. The rest of the week is up to you; deep focus at home, or more of the same!

Key Responsibilities:

• Working through the IT Helpdesk tasks
• Resolving technical support issues
• Provisioning and procurement of new hardware and software
• Applying security patches and updates
• Working alongside engineering, testing, user experience and other roles
• Adhering to Company Policies and Procedures with respect to Security, Quality and Health & Safety.

About You:

Our engineering environment is dynamic, with requirements often driven directly by customers, vendors, integration partners and other internal teams. This ensures that your work is both varied and meaningful, as priorities shift in response to real-world needs. We value adaptability and a proactive mindset – from time to time, you may be asked to tackle new technologies, unfamiliar projects, or collaborate with different teams across the business. We want you to be responsive and helpful to staff who may have unusual questions or needs while they are under pressure to complete their own work. Your role is to facilitate and keep them working.

Following your induction, you’ll be expected to take part in our out-of-hours on-call rota, for which you’ll be compensated. This is a chance to sharpen your problem-solving abilities and play a crucial part in maintaining our systems’ reliability. You understand the importance of security and will respond promptly to any findings, as we enforce strict SLAs for patching, monitoring, uptime and all security matters across our projects. You will be well supported in your work by colleagues and your line manager for your own personal development, as well as having access to tools and training where appropriate. There are many opportunities to grow in your role and to explore other roles in the future.

At RealityMine, our culture is built on the core values of innovation, self-motivation, support, and open communication. We will be expecting you to not only contribute your technical expertise but also demonstrate these values in your everyday work.

Here’s what we’re looking for:

• Administrative knowledge of common business tools such as Atlassian’s suite, Microsoft 365 etc
• Experience of MacOS and Windows desktop support
• Understanding of information security, ISO 27001, and other processes and policies
• Experience using AI tools to enhance productivity and quality
• Experience of desktop management for Windows and MacOS (InTune/Apple Business Manager)

Preferred:

• Scripting experience with Python or PowerShell
• Knowledge of coding standards
• Experience of supporting software developers

Why Join RealityMine?

At RealityMine, we believe our people are at the heart of everything we do. That’s why we go the extra mile to support every team member to unlock their full potential. Whether you're hungry for learning, driven by achievement, or just love being part of a dynamic and supportive team, you'll find a home here.

Your Benefits:

• Generous Time Off: Enjoy 25 days of paid holiday, plus bank holidays. After two years with us, you can also buy or sell up to 5 days of annual leave.
• Peace of Mind: Life assurance and a workplace pension with employer contributions.
• Reward for Performance: Bonus scheme that recognizes your hard work and contributions.
• Cycle to Work Scheme: For the cyclists among us, we've got you covered.
• Gear You’ll Love: Choose the tech that works for you, we'll try and source it!
• Learning & Growth: Benefit from one-to-one coaching, a budget for training programs, and all the support you need to keep growing.
• Giving Back: Join us in supporting local charities and making a positive impact.

Hybrid Working:

We know work-life balance matters, so we’ve embraced a flexible hybrid working model:

• Located in Trafford Park, our Manchester office offers an inspiring, collaborative space to work alongside your colleagues.
• Free parking and secure bike shed. Excellent public transport links.
• Split your time between the office and home, with full equipment provided for home working (desk, screen, chair).
• Receive £100 annually to personalize your home workspace.
• Flexible start and finish times to suit your personal circumstances.

If you’re an IT Support Engineer professional excited to work on impactful projects and shape the future of data insights, we’d love to hear from you. Please email your CV with the heading ‘IT Support Engineer’ to recruitment@realitymine.com