Remote Technical Support Analyst; Nights

About us

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond. Harnessing our great ideas and turning them into products used and loved by our customers, we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network.

Overview of the Role

We are looking for individuals who are passionate about modern IT practices and technologies, to take our products into service and then provide the quality of support that together with great design and development, will see our systems used and loved by our customers. Capable of understanding complex technical implementations and low-level concepts, you will be able to quickly build relationships and communicate effectively with our customers, and our own technical staff.

You do not need a background in rail - experience in systems that provide essential business services will be an advantage.

Key Accountabilities and Responsibilities

• Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs
• Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution
• Support and maintain monitoring solutions for our environments and customer applications
• Work within specified service level agreements for response and resolution times
• Support innovation and advise on the implementation of new technologies
• Engage with internal teams around technical solutions and requirements, and implementation of best practices
• Interact with internal subject matter experts on incidents and service requests that require an advanced level of technical input
• Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
• Clearly document issues, requests, and solutions within the ITSM system
• Contribute to and maintain the internal knowledge base
• Act as a mentor to develop the knowledge and experience of other technical colleagues
• Identify process and other improvements within the directorate and raise them through the appropriate channels

Skills and Experience

• Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
• Experience in working with on-premise, cloud and hybrid infrastructure environments
• Experience in working with CRM or ITSM tools such as Zendesk or Service Now
• Excellent command of the English language both written and spoken
• Familiarity with Dev Ops and Agile methodologies
• Familiarity with the use of structured query language would be an advantage

Competencies and Behaviors

• A strong communicator with experience in a customer-facing role or roles
• Excellent analytical, troubleshooting, and problem-solving skills
• Self-led learner with ability and drive to investigate, learn, and develop
• Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
• Innovative, creative, and passionate about what you do, with a thorough attention to detail
• Highly organised, resilient, and able to manage individual workload

Working Pattern

This is a remote, home-based role - it may require occasional attendance at…