Remote Technical Support Analyst; Nights

Start Date: T00:00:00

Location: Kingston Bagpuize, Oxfordshire, GB, OX13 5, Work From Home

End Date: T23:02:12.013

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.

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.

• 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
• Support innovation and advise on the implementation of new technologies
• Engage with internal teams around technical solutions and requirements, and implementation of best practices
• Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
• 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
• 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
• This is a remote, home-based role - it may require occasional attendance at client premises for site-based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage.
• Support team operates a 4 on, 4 off shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours, followed by a break of four shifts. We are looking for night shift workers to work 6pm - 6am.
• Initial training and familiarisation will follow a different working pattern for approximately 6-10 weeks, typically Monday
  - Friday 9am-5pm, with 2 days a month working from the Derby office. Home based with travel to Resonate and…