At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Customer Support Engineer
Permanent
Milton Keynes: £24,754 - £27,000
On-site 5 x days a week
Introduction
You’ll step into a role that puts you right at the heart of AQA’s scanning operations, helping to ensure exams are processed accurately and on time for learners across the UK and internationally. You’ll be joining a close-knit engineering team where your practical mindset, curiosity and problem-solving skills will make a meaningful impact every day.
Purpose of the Role
You’ll play a key role in maintaining, supporting and servicing AQA’s specialist scanning equipment. Your work will directly contribute to ensuring exam scripts are digitised quickly and accurately, helping markers access them efficiently so students receive the right results. You’ll support both internal and international customers, and you’ll be part of an engineering team that’s continuously improving its processes to deliver exceptional reliability.
Key Responsibilities
In this role, you'll be responsible for:
• Servicing, testing and repairing scanners throughout the year, especially during the busy exam series.
• Supporting internal and overseas customers with technical queries, diagnostics and maintenance.
• Assembling and testing precision electro-mechanical components and following detailed work instructions.
What We Are Looking For
You’ll thrive in this role if you’re someone who:
• Communicates clearly and confidently, especially when explaining technical issues.
• Enjoys practical, hands-on engineering work and can follow detailed instructions accurately.
• Has experience working in an engineering or technical environment.
• Works well under pressure, especially during peak exam periods.
• Can commit to working six days a week during the May–July scanning series.
What’s in It for You
You’ll join a team that values teamwork, skill-building and continuous learning. In this role, you’ll benefit from:
- Hands-on experience with specialist scanning technology and opportunities to develop new technical skills.
- 25 days’ annual leave, rising to 30 with service, plus bank holidays and extra closure days at Christmas
- a 35-hour working week with flexible working arrangements
- an excellent contributory pension scheme (6%–11.5% depending on your contribution)
- life assurance, BUPA PMI, and health cash plan
- enhanced maternity and paternity schemes
Diversity and Inclusion Statement
At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
Application Process
To apply, please submit your application via the link. The application deadline is Thursday 26th March. This process will include two interview stages.
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Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
Purpose:
As a key member of the Product Assembly and Support team, the Customer Support Engineer is involved in a range of tasks in connection with sub assembly build and supporting of AQA scanners with the focus on providing high quality products and excellent support to internal and external customers who are using AQA hardware and software products.
During each Examination Series the PAS Customer Support Engineer is responsible for ensuring the AQA scanners are performing as expected through routine servicing and repairing of any faults that occur.
This position requires strong communication and customer service skills, as well as good technical and diagnostic skill set. Support is provided globally to customers, partners and distributors so attention to detail and accuracy are essential.
The role may require occasional travel in line with assigned projects as necessary. There is a requirement during the examination series, for working out of hours, this may include nights shifts and weekends.Landscape:
AQA (Assessment and Qualifications Alliance) is the largest independent education charity and exam board in England, Wales, and Northern Ireland.
The PAS team are the engineers responsible for the scanning technologies within AQA and play a crucial role in getting the results out to the students on time.
AQA have already invested 1.8m pounds in to scanning technology recently and are looking for future investments in this area.
Activities:
KEY RESPONSIBILITIES OF THE ROLE
Assembly and testing of small precision electro-mechanical assemblies.
Testing of high-quality production scanners
Creating processes and implementing documentation to aid the team.
Prepare and test new image scanning equipment.
Programming and testing of PCBs.
Provide inhouse maintenance and repair of AQA products.
Carryout inhouse installations and conduct user training on AQA products.
Support customers using AQA scanners and software via the helpdesk.
Support and maintain internal customer scanners during the peak scanning series – May to July, working shifts and weekends.
Workshop maintenance and repair of AQA products.
(Travel overseas if required, for training on products, conduct set up and maintenance of AQA products).
To be successful in this role, you will need to demonstrate:
Essential Criteria
Knowledge
Essential:
PC literate with good experience of Windows 10/11 MS Word and MS Excel.
Experience
Essential:
Previous experience of working in a team of engineers providing support to Internal and external customers.
Conduct repetitive work to a high level of quality.
Skills/abilities
Essential:
Able to deliver to time and quality.
Ability to accurately follow instructions.
Good mechanical aptitude.
Strong effective communication skills (both written and verbal).
Customer care attitude.
Able to understand and follow detailed work instructions/technical drawings. Intermediate Computer Skills.
Personal attributes
Essential:
Work well under pressure.
Adaptable and positive to change.
Ability to work as part of a team and as an individual.
Other
Essential:
Available for working shifts and extended hours in peak periods.
Hold a full, valid UK driving licence.
Available for travel in the UK and Overseas, occasionally.
This job description should not be regarded as exclusive or exhaustive. There may be other duties and requirements associated with the post which the company may reasonably require you to perform from time to time.
Desirable Criteria
Qualifications
Desirable: Qualified to at least ONC standard or equivalent NVQ or EAL