Technical Support Analyst

October 28

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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, using our deep technology expertise and rail industry experience to deliver game-changing software solutions that improve the quality of transport across the UK. • To make this happen, we are looking for an experienced Analyst to join our Technical Support Team. • Working as part of this 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. • What are the key objectives of this role? • 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 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

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 • Experience of working with: Data Feeds | Docker / Kubernetes | Kibana | Grafana/Prometheus | Java | Jira/Confluence/Azure DevOps | AWS • A strong communicator with experience in a customer-facing role or roles • Excellent analytical, troubleshooting, and problem-solving skills • A proactive, 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 • Highly organised, resilient, and able to manage individual workload • Strong attention to detail • Excellent command of the English language both written and spoken

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