Technical Support Analyst

About Resonate

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 game-changing solutions to meet transport challenges across the UK and beyond.  Delivering high levels of automation into complex operational environments, we have integrated our Control technology with our Traffic Management System, a genuine world first.  Our services continue to grow, using cloud, data analytics, edge computing and IT/OT integration.  We are excited by the possibilities offered by technology and driven by improving experiences for passengers globally.

To find out more about Resonate please visit our careers page: Resonate - Current Openings (workable.com)

You do not need a background in rail - experience in systems that provide essential business services will be an advantage.

What are the key objectives of a Technical Support Analyst at Resonate?

• Support and maintain our traffic management, simulation and training software 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

• A strong communicator with experience in a client-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
• Highly organised, resilient, and able to manage individual workload
• Innovative, creative, and passionate about what you do, with a thorough attention to detail
• Experience in supporting Linux systems 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 ServiceNow
• Excellent command of the English language both written and spoken
• Experience working in an ITIL aligned organisation, ITIL qualifications a plus
• Familiarity with DevOps and Agile methodologies
• Familiarity with the use of structured query language would be an advantage

Desirable Skills
Where you have experience or familiarity of working with any of the following please provide details of this in your application:

• Data Feeds
• Docker / Kubernetes
• Linux
• Kibana
• Grafana/Prometheus
• Java
• MariaDB/SQL
• Jira/Confluence/Azure DevOps
• AWS
  

This is a remote, home-based role however it will require occasional visits to our Derby office and client sites.

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 day shift workers to work 6am – 6pm.

So that you can thrive both in and out of work we offer the following benefits on top of a competitive salary that rewards you for the value you bring:  

• 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)