Client Services - Technical Support Services

Resonate Group; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the rail industry is seeking passionate individuals for a remote IT support role. The position involves maintaining and supporting digital platforms, ensuring operational management, and providing excellent customer service. Candidates should possess strong communication skills and technical expertise in systems management, with a focus on innovation and collaboration. This role operates on a 4 on, 4 off shift system, providing 24/7 support coverage.

Benefits

Pension plan with matched contributions

Private healthcare

Group Life Assurance

Group Income Protection

20 shifts leave per annum

Qualifications

• Strong communicator with customer-facing experience.
• Experience in supporting Linux/Windows systems.
• Familiarity with DevOps and Agile methodologies.

Responsibilities

• Support and maintain traffic management systems.
• Provide remote support and attend site as required.
• Document issues and contribute to knowledge base.

Skills

Communication

Analytical Skills

Problem Solving

Self-led Learning

Organizational Skills

Attention to Detail

Networking Knowledge

ITIL Knowledge

DevOps Familiarity

Education

ITIL Qualifications

Tools

Zendesk

ServiceNow

Job description

Resonate’s vision is to create a truly connected rail network, using our deep technology expertise and rail industry experience to deliver game-changing solutions that meet transport challenges across the UK and beyond.

We are creating, building, implementing, and supporting digital platforms that deliver operational management and decision support to improve the quality of customer journeys across the rail network.

We 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.

What are the key objectives?

1. Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs
2. Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution
3. Support and maintain monitoring solutions for our environments and customer applications
4. Work within specified service level agreements for response and resolution times
5. Support innovation and advise on the implementation of new technologies
6. Engage with internal teams around technical solutions and requirements, and implementation of best practices
7. Interact with internal subject matter experts on incidents and service requests that require an advanced level of technical input
8. Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
9. Clearly document issues, requests, and solutions within the ITSM system
10. Contribute to and maintain the internal knowledge base
11. Act as a mentor to develop the knowledge and experience of other technical colleagues
12. Identify process and other improvements within the directorate and raise them through the appropriate channels

Requirements

1. A strong communicator with experience in a customer-facing role or roles
2. Excellent analytical, troubleshooting, and problem-solving skills
3. Self-led learner with ability and drive to investigate, learn, and develop
4. Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
5. Highly organised, resilient, and able to manage individual workload
6. Innovative, creative, and passionate about what you do, with a thorough attention to detail
7. Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs
8. Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
9. Experience in working with on-premise, cloud and hybrid infrastructure environments
10. Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow
11. Excellent command of the English language both written and spoken
12. Experience working in an ITIL aligned organisation, ITIL qualifications a plus
13. Familiarity with DevOps and Agile methodologies
14. Familiarity with the use of structured query language would be an advantage

This 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.

• Home based with travel to Resonate and client sites as required
• Working pattern of 4 on, 4 off, 12-hour days
• For 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 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)