About usWe 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 RoleWe 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 ResponsibilitiesSupport and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designsProvide remote support, attending site as required, to support commissioning activities or to facilitate incident resolutionSupport and maintain monitoring solutions for our environments and customer applicationsWork within specified service level agreements for response and resolution timesSupport innovation and advise on the implementation of new technologiesEngage 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 inputAble to interpret and understand safety rules, operating and maintenance instructions and procedural manualsClearly document issues, requests, and solutions within the ITSM systemContribute to and maintain the internal knowledge baseAct as a mentor to develop the knowledge and experience of other technical colleaguesIdentify process and other improvements within the directorate and raise them through the appropriate channelsRequirementsSkills and ExperienceExperience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logsKnowledge 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 ServiceNow Excellent command of the English language both written and spoken Familiarity with DevOps and Agile methodologiesFamiliarity with the use of structured query language would be an advantage Competencies and BehaviorsA 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 workloadWorking PatternThis 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.BenefitsHome based with travel to Resonate and client sites as requiredWorking pattern of 4 on, 4 off, 12-hour daysFor 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 annumPension 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)WellbeingPrivate health care cover – currently with Bupa, covering you and your immediate dependents on a medical history disregarded basisCompany sick leave and pay – enhanced provision subject to qualify period of serviceEmployee Assistance Programme providing 24/7/365 access to independent and confidential support via an app, web, or helpline to support you with any life challengesFree eye tests and annual flu vaccinations - available to all colleagues
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