Technical Support Analyst

15 hours ago

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Resonate

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Signalling Control • Automatic Conflict Detection & Resolution • Data and Applications for Consumers and Operators of Rail Services • Traffic Management • Software Development

201 - 500

Description

•About Resonate •We provide products and services that are improving the operational delivery of rail services across the UK. •Our vision is to create a truly connected rail network. •We are looking for an experienced Analyst to join our Technical Support Team. •You will play a vital role in ensuring the support and maintenance of our software solutions used across the UK daily to manage train performance. •You do not need a background in rail however, experience in supporting complex web applications that provide essential business services will be an advantage. •Support and maintain our traffic management software solution, 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 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 •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

Requirements

•Experience in supporting Linux: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs •Experience in working with on-premise, cloud and hybrid infrastructure environments •Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow •Applied experience of structured query language •Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls) •Familiarity with DevOps and Agile methodologies •Experience working in an ITIL aligned organisation, ITIL qualifications a plus •Desirable: Experience of working with: Data Feeds | Docker / Kubernetes | Kibana | Grafana/Prometheus | Java | Jira/Confluence/Azure DevOps | AWS

Benefits

•Home based with travel to Resonate and client sites as required •Working pattern of 4 on, 4 off, with 12-hour days from 6am-6pm •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