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.

As a Senior Support Engineer, you will join a team of six support specialists providing application support to both internal stakeholders and external clients. You will play a key role in ensuring the stability, performance and usability of our SaaS‑based products, acting as a senior point of contact for complex issues and helping to maintain service excellence. Our technology and digital solutions play a critical role in supporting both our clients and internal teams. One of our market‑leading digital products is RSM InTime, a cloud‑based SaaS solution designed for the recruitment sector, helping organisations streamline and automate timesheet, billing and payroll processes.

You will make an impact by:

• Assessing incoming support cases promptly and assigning appropriate priority levels
• Taking ownership of cases from initial investigation through to resolution
• Ensuring all support requests are managed in line with agreed SLA targets
• Providing clear, professional and accurate written responses to users
• Engaging directly with clients via phone or email to gather additional information and resolve issues effectively
• Contributing to and maintaining knowledge‑base articles to support consistent issue resolution
• Escalating complex issues where required, providing clear summaries and relevant evidence such as log files and database information
• Ensuring confidentiality, data protection and security standards are always upheld

What we are looking for:

Are you someone who enjoys problem‑solving, takes pride in delivering excellent customer service, and thrives in a collaborative team environment? If you’re technically curious, enjoy learning new systems, and like helping others succeed through technology, this role could be a great fit.

• Proven experience providing customer‑facing IT or application support
• Ability to clearly explain technical issues to non‑technical users
• Strong written and verbal communication skills (this role involves phone‑based support)
• A team‑focused mindset with the ability to work collaboratively
• Strong organisational and time‑management skills, with the ability to prioritise effectively

Requirements

• GCSE Maths and English (grade C/4 or above)
• Minimum 2+ years’ experience in an application or IT support role (ideal: 3–5 years)
• Experience using ticketing systems (e.g. Zendesk, Freshdesk or similar)
• Basic working knowledge of SQL
• Strong problem‑solving and analytical skills
• Motivated, proactive and able to work independently
• Basic knowledge of Linux
• Experience or exposure to the recruitment sector
• Basic understanding of programming languages
• Understanding of recruitment pay & bill processes and/or PAYE payroll

What we can offer you:

We recognise that our people are our most important assets. That’s why we offer a flexible reward and benefits package that will help you have a fulfilling experience, both in and out of work.

• Hybrid and flexible working
• 26 days’ holiday (with the option to purchase additional days)
• Lifestyle, health and wellbeing benefits, including financial wellbeing tools, electric car scheme and access to a virtual GP
• Access to a suite of 300+ on‑demand courses developed by our in‑house Talent Development team

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