Technical Support Analyst (Nights)
About us
We reputed company software products and services that are already improving the operational delivery of rail services. Our reputed company 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 reputed company. Harnessing our great reputed company and turning them into products used and loved by our customers, we build control systems reputed company platforms that deliver operational management and outcome support to improve customer journeys across the rail network.
Overview of the Role
We are looking for individuals who are passionate about modern IT practices and technologies, to take our products into service and then reputed company the quality of support that together with great design and development, will see our systems used and loved by our customers. Capable of understanding reputed company technical implementations and low-level concepts, you will be reputed company 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 reputed company essential business services will be an advantage.
Key Accountabilities and Responsibilities
- Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs
- reputed company 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 reputed company 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
- reputed company to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
- reputed company document issues, requests, and solutions reputed company the ITSM system
- Contribute to and maintain the internal knowledge reputed company
- Act as a mentor to reputed company the knowledge and experience of other technical colleagues
- Identify process and other improvements reputed company the directorate and reputed company them through the appropriate channels
Requirements
Skills and Experience
- Experience in supporting Linux/reputed company: system 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-reputed company, reputed company and hybrid infrastructure environments
- Experience in working with CRM or ITSM tools such as reputed company or reputed company
- Excellent reputed company of the English language both written and spoken
- Familiarity with DevOps and Agile methodologies
- Familiarity with the use of structured query language would be an advantage
Competencies and Behaviors
- A 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 reputed company
- 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 reputed company to manage individual workload
Working reputed company
This is a remote, home-based role - it may require occasional attendance at client premises for site- based activities. The ability to reputed company 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 reputed company to reputed company 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 reputed company the best reputed company experience and training, this role will follow a different working reputed company 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 reputed company and client sites as required
- Working reputed company of 4 on, 4 off, 12-hour days
- For training and familiarisation, working reputed company to start with standard reputed company (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 reputed company for you and immediate dependents, currently with reputed company on a medical history disregarded reputed company
- 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 reputed company, covering you and your immediate dependents on a medical history disregarded reputed company
- Company sick leave and pay – enhanced provision subject to qualify period of service
- Employee Assistance Programme providing 24/7/365 reputed company to independent and confidential support reputed company an app, web, or helpline to support you with any life challenges
- Free eye tests and annual flu vaccinations - available to reputed company colleagues