Support Engineer - Pontefract

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 more than 28,000 schools, nurseries and education trusts in 115 countries to deliver customer‑centric solutions that improve education outcomes.

The IT Support Engineer function plays an important role in helping teachers to teach and learners to learn. You will be part of a team of IT Support Engineers providing first‑class support to education users, working to ITIL best practices and collaborating with the service desk to meet SLA targets. The role suits someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not have IT backgrounds.

• Be the customer‑facing representative of RM, ensuring our customers receive great service.
• 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.

• Excellent customer focus, problem solving and time‑management skills.
• Excellent verbal and written communication.
• Punctual and able to prioritise own workload.
• Able to diagnose and troubleshoot issues, ask relevant questions and know when to research or escalate.
• Ability to work well with remote teams and build strong working relationships.

• 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 deployment 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.
• Working knowledge of ITIL and experience with an IT service desk ticketing system (e.g. ServiceNow) is an advantage.

We offer a competitive salary, core benefits (private medical healthcare, life assurance, Group Personal Pension Plan) and optional voluntary benefits such as additional annual leave, dental plan, health assessment, cycle‑to‑work scheme and a performance‑related bonus. Some roles may also be eligible for an extra bonus for successful referrals.

RM’s “My Work Blend @RM” provides office‑based colleagues with multi‑location and hybrid working options. You will work from the Pontefract office plus a proportion of time at other locations (home, other offices, customer sites, distribution centres) as agreed with your line manager.

RM is committed to building a diverse workforce and creating an inclusive and welcoming environment for all. We encourage applicants who require additional support during the application or interview process to contact us at recruitment@rm.com.

RM is committed to safeguarding and promoting the welfare of children and expects all staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and successful candidates will be subject to Disclosure and Barring Service checks along with other relevant employment checks. Unfortunately, we are unable to offer visa sponsorship for this role.