Senior Support Engineer

We are searching for an experienced Senior Support Engineer

Make an Impact at RSM UK

At RSM, our consulting team brings together diverse advisory experts to deliver our six core solutions: business transformation, forensic, deal services, restructuring, finance function support, and risk and governance.

Our solutions are designed to address the unique needs, challenges, and opportunities our clients face as they strive to achieve their aspirations and organisational goals. Whether it's supporting global expansion, developing acquisition strategies, facilitating private equity investments, or collaborating with boards to manage risk and governance, our consulting experts work as one cohesive team. We prioritise simplicity, providing data-driven insights, value added assurance, and high quality execution to empower our clients in building sustainable, future fit businesses.

It's an exciting time to join our consulting team, as we embark on ambitious growth plans that promise to create diverse career opportunities. We are committed to enhancing our six solutions, expanding and developing our team of expert consultants, embracing a digital first approach, strengthening our global presence, and building strong client relationships.

You will join our support team of 6 agents. The team supports both internal and external clients who use our SaaS based products. This includes

• InTime which is used by some of the largest recruitment companies in the UK
• Pay Manager, our UK payroll product
• Our HR application, People Manager

You will be responsible for helping both internal and external clients resolve issues that they may encounter while using our SaaS based applications. You will effectively prioritise your cases, ensuring that the SLA is adhered to. You will use your excellent verbal and written communication skills to effectively resolve cases, providing a premium service to our clients.

You'll make an impact by:

• Escalating project issues and concerns with recommendations in a timely manner
• To assess incoming cases in a timely manner, ensuring that the correct priority is assigned to each case
• To take ownership of the cases assigned to you and see them through to completion
• Ensure cases are managed within the SLA targets
• Produce clear, professional and accurate responses
• To call clients directly to gather additional information as required
• To actively contribute articles to help resolve common issues
• Where a case requires escalation, you will produce clear and concise information and gather relevant information from log files and databases
• To ensure that confidentiality and data protection is always adhered to

What we are looking for:

• GCSE Maths and English language with a grade C/4 or higher.
• At least two years' experience in application support
• Familiarity with ticketing systems, such as ZenDesk or FreshDesk
• Basic knowledge of SQL
• Strong problem solving abilities
• Motivated and independent
• Exceptional customer service skills

What we can offer you:

• Hybrid and flexible working but the postholder will be expected to travel to the Ipswich office weekly
• 26 days holiday (with the option of purchasing additional days)
• Lifestyle, health, and wellbeing including financial wellbeing benefits such as financial tools, electric car scheme and access to a virtual GP.
• Access to a suite of 300+ courses on demand developed by our inhouse talent development team.

Couldn't find a suitable vacancy? Please submit your CV here

Working here

Thousands of personalities make up RSM and we believe the power of being you, is the power of being understood. Every member of our team brings unique insights and a passion for the middle market companies we champion.

As one of the world's largest networks of audit, tax and consulting firms, we deliver the big ideas and services that help middle market organisations thrive. Our global network spans more than 120 countries, but our passion is always the same: to help our clients move forward with confidence.

At RSM, we care about our people, it's what shapes us. No two people are the same, which is why our approach is tailored to their specific needs, beyond the nine-to-five.

The UK group of companies and LLPs trading as RSM is a member of the RSM network. RSM is the trading name used by the members of the RSM network. Each member of the RSM network is an independent accounting and consulting firm which practises in its own right. The RSM network is not itself a separate legal entity in any jurisdiction. Read more