Overview of the Role
This is a fully remote role where 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.
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.
Key Accountabilities and Responsibilities
- Support and maintain our SaaS product suite and associated equipment in accordance with documented designs
- Provide remote support to commissioning activities or to facilitate incident resolution
- Support and maintain monitoring solutions for our environments and customer applications, ensuring high uptime.
- 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 the 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 processes and other improvements within the team
Requirements
Skills and Experience
- Experience in supporting Linux systems, AWS, SQL, troubleshooting, bash scripting, with the ability to analyse complex system logs
- Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
- Experience using monitoring systems for site and application reliability
- Experience in troubleshooting with on-premise, cloud and hybrid infrastructure environments
- Experience in working with ITSM tools such as Zendesk or ServiceNow
- Excellent command of the English language, both written and spoken
- Familiarity with DevOps and Agile methodologies
Competencies and Behaviours
- A strong communicator with experience in a customer-facing role as well as managing senior stakeholders, such as the C-Suite
- Excellent analytical, troubleshooting, and problem-solving skills
- Self-led learner with the 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 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 issues and activities rarely fit neatly into regular hours; therefore, our 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.
In order to provide the best onboarding experience and training, this role will follow a different working pattern for the first 6-10 weeks which will be Monday - Friday 9am-5pm. During this period there is a requirement for 2 days a month working from the Derby office.
Benefits
- Home based with travel to Resonate and client sites as required
- Working pattern of 4 on, 4 off, 12-hour days
- For training and familiarisation, working pattern to start with standard office hours (5 day week) for approx. 6-8 weeks (flexible, depending on candidate and team readiness)
- 20 shifts leave per annum
- Pension plan through Aviva with matched contributions from 5%-8%
- Private healthcare for you and immediate dependents, currently with Bupa on a medical history disregarded basis
- Group Life Assurance cover (currently 6x salary)
- Group Income Protection cover (in the event of incapacity currently provides 50% salary plus a 10% pension contribution after 52 weeks)
Wellbeing
- Private health care cover – currently with Bupa, covering you and your immediate dependents on a medical history disregarded basis
- Company sick leave and pay – enhanced provision subject to qualify period of service
- Employee Assistance Programme providing 24/7/365 access to independent and confidential support via an app, web, or helpline to support you with any life challenges
- Free eye tests and annual flu vaccinations - available to all colleagues
